Service Desk Agent

The primary Service Desk Agent role is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives. Job Responsibilities Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email Maintaining an Asset Database and track changes 1 st line support - troubleshooting of IT related problems Troubleshoot basic network issues such as ADSL broadband issues Escalate unresolved calls to the infrastructure support team Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Provide basic in-house training in MS Office applications Provide stats for the weekly Service Desk report on call trends To arrange for external technical support where problems cannot be resolved in-house

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