Description
L1 Service Desk agent:
Job Description:
- The purpose of the role is to provide resolution to Helpdesk service requests within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills
- Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
- Identify, evaluate and prioritize customer problems and complaints to ITIL standards
- Analyze customer problems and formulate plans of resolution.
- Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
- Assist in evaluating new services, processes and technologies introduced at the helpdesk.
- Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
- Work with departmental staff to promote, develop, and maintain high standards of customer service.
- Escalate unresolved issues to support leads, designated service group or client help desk.
- Additional projects as required.
Essential/Minimum Criteria:
- Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.
- Able to quickly build rapport with customers, colleagues and management
- Candidates should have a high level of motivation and focus on their daily tasks
- Candidates are encouraged to seek out opportunities within the business
- Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA's
- Demonstrate IT competencies in the following areas;
- Windows XP/7/8
- MS Office
Desirable:
- Relevant IT Certification or equivalent
- Previous call centre or customer service experience for a minimum 1 year.
- ITIL awareness or ITIL foundation certified.