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Global IT Service Desk Agent
1 month ago
Description
IT Service Desk Agent (24*7 Support)
Key duties and responsibilities
- Serve as the single point of contact for end User ICT requests and support issues.
- Log and assign all IT requests and work requests accurately in the Apex IT ticketing system.
- Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools.
- When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion.
- Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times.
- Follow standard operating procedures (SOPs) for incident management.
- Highlight and report all major IT issues and risks to Service Manager in a timely manner.
- Research, test and implement new systems to improve efficiencies and satisfy user requests.
- Provide basic PC installations and configuration tasks.
- Provide on site support when required in Apex offices (may require travel).
- Other duties in support of the Service Desk, as assigned by the Service Manager, TLs.
Experience and skills
5+ years experience in a computer related support or and IT operational environment.
- A recognised third level
- qualification in a computer related discipline.
- One or more recognised industry certification in PC, Network and Server support (Comptia A+, Server +, Network +, MCP in Windows 7/8/10);
- Good written and communication skills in English.
- Experience with documentation and improving SOPs and other process documents.
- Good customer focus, and excellent time-keeping is a key requirement of the role.
- Good interpersonal skills, with a focus on listening and questioning skills.
- Good problem-solving abilities and ability to work under own initiative;
- Familiarity with or a willingness to learn the fundamental principles of ITIL Service Management.
- Experience with configuring and supporting any version of Windows Desktop (7, 8,10);
- Experience in virtual desktop environment desirable, particularly CITRIX XenDesktop/XenApp, Azure, AWS.
- Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
- Good Experience in active directory, User Management.
- Customer support experience in Global Service Desk on call.
- Some basis experience with supporting physical networking is desirable but not essential.
- Experience with Ticket Tool, Fresh Service, Service Now (SNOW).
