IT Service Desk Agent
Job content
Deliver best practice incident management
First point of contact for customer liaison and keeping customers informed of progress of incidents
Recording, investigating, diagnosing and resolving incidents
Communicating both proactively and reactively with all users and technical resolving teams
Maintaining awareness of service levels for all assigned incidents
Ensuring correct reassignment of unresolved or misrouted incidents
Identifying and assisting in the elimination of problems
Provide proactive support in order to consistently improve the ‘end user experience’
Effective communication, organisation and documentation skills
Constant self-improvement in knowledge and knowhow aimed directly at improving the Service Desk team reputation and overall IT impression
Qualifications:
Excellent English oral and written communication skills, German is a plus
Educated to degree standards in IT, relevant IT accreditations (ITIL, ITSM)
Microsoft certifications are a plus
The ideal candidate is:
Proven service and support expertise
Customer facing, interaction skills, professional telephone manner and desk-side support
Customer service skills including effective listening, patience, empathy and diplomacy
Communication, inter-personal, team working and task management skills
Commitment to service improvement with a customer focused attitude and a ‘sense of humour’ is a must
A high level of quality focus, with an eye for detail and accuracy
Confidence to deal professionally with staff at all levels in the organization
The ability to multitask
Identifying new ideas for improvement
Quick learning skills with information retention and a good technical aptitude/ability
Ability to act on own initiative
Honest, trustworthy, a valued team member, and actively involved in achieving team objectives
Have some basic business analysis experience and can communicate a solution proposal to sufficiently to business stakeholders
Self-motivated with a sense of urgency