IT Service Desk Agent Iii

3 weeks ago

Chennai Tamil Nadu, India CBTS Full time

**Job Purpose**:
The Senior IT Service Desk Agent II serves as a key figure in our frontline IT support team. This role goes beyond the typical Tier 1 responsibilities, often acting as a shift lead and handling advanced issues that require deeper technical expertise. The Senior Agent ensures that support is provided efficiently, effectively, and in line with the company's high standard of customer service. This role reports directly to the IT Service Desk Lead.

**Essential Functions**:

- **Incident Management**:

- Provide first-level diagnosis and resolution of technical issues, escalating complex cases as necessary.
- Tackle advanced technical issues, working on solutions that may fall outside the standard troubleshooting protocol.
- **Shift Leadership**:

- Act as a point of escalation for other Tier 1 agents, offering guidance and support in more complex troubleshooting scenarios.
- Oversee the operational flow during shifts, ensuring adequate staffing and efficient issue resolution.
- Coordinate with the Service Desk Lead and other senior agents to streamline processes and enhance service quality.
- **User Communication**:

- Provide clear, concise, and timely communication to users about the status of their issues.
- Act as a liaison between end-users and Tier 2 or Tier 3 support teams when advanced intervention is required.
- **Documentation**:

- Accurately record and document all details of the incident, including advanced troubleshooting steps taken.
- Contribute to and leverage the knowledge base to ensure that solutions are consistent and effective across the team.
- **Technical Support**:

- Assist with system configuration tasks, software installations, and hardware setups.
- Take the lead on incident trend analysis, identifying potential areas for system or process improvement.
- **Team Collaboration & Mentorship**:

- Assist in training and mentoring junior Tier 1 agents, sharing expertise and ensuring consistent skill development within the team.
- Collaborate with Tier 2 and Tier 3 support teams to streamline communication and enhance service delivery.

**Education**:

- Four years of College resulting in a Bachelor's Degree or equivalent

**Certifications, Accreditations, Licenses**:

- N/A

**Experience**:

- 3-6 Years

**Special Knowledge, Skills, and Abilities**:

- Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
- 4-5 years of experience in IT support, with a demonstrated record in a senior or lead role.
- Profound technical knowledge with the ability to troubleshoot a broader range of hardware, software, and network issues.
- Exceptional verbal and written communication skills.
- Demonstrated leadership capabilities and team collaboration.
- Proven experience in mentoring or training staff.
- Familiarity with Service Desk software and tools.
- For remote work scenarios, a reliable and fast internet connection is essential.

**Supervisory Responsibility**:
This position does not have employee direct reports but does serve as a "lead" role for others doing similar work.

**Work Environment**:
The work is primarily performed in an office or remote environment.

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