Job description:

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.


Responsibilities

Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
Respond to questions from all emails and callers.
Become familiar with each client and their respective applications.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
Become familiar with helpdesk policies and services.
Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
Other duties as assigned by the Service Manager.



Requirements

Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
Excellent oral and written communication skills.
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Creativity. Ability to think around problems and come up with creative solutions is helpful.
Ability to work with or without direct supervision.




EXPERIENCE/KNOWLEDGE & SKILLS

Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Fluent English.
Support for computer hardware and any authorized desktop software
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
Perform post-resolution follow ups to help requests

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases