Service Desk Agent

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Good problem solving and analytical skills - Excellent customer service skills Job Requirements Preferred Technical and Professional Expertise Exceptional verbal and communication skills Unparalleled Listening and Comprehension capabilities Proven service industry front line experience with handling high value critical customers Ability to keyboard to capture important details on a call for documentation Responsibilities Should be handling Call Chat Email Support to end users Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution on call Should flag any priority incidents immediately to the SME Ensures Incident records are kept up to date throughout the life of the Incident additional information is documented as it becomes available and progress updates user chases and other actions are taken towards resolution Ensures that Incidents which are resolved without leaving the Service Desk are flagged as being a First Time Fix Receives successfully completed Incidents Changes Service Requests and closes the record accordingly Executes required tracking of knowledge base usage and opportunities voting and rating as required as well as Sense and Respond activities actions Handle complex customer scenarios documenting solutions and effectively providing dependable and timely resolution to all product related technical issues experienced by customers Anticipate customer needs and effectively addressing concerns related to their issue or resolution Provide direct technical assistance to customers via phone email and chat Provides a single point of contact for all users of the service Ensures that a continuously high level of customer satisfaction is achieved Receives calls at the Service Desk and undertakes dialogue with the user ensuring standard Service Desk scripts are followed with good command over English Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable Provides users with status reports on existing Incidents ensuring the Incident record is updated accordingly Identifies new requests that are not Incidents and manage them appropriately If the request is a Change Request RFC initiate the Change Management process If the request is a Service Request RfS initiate the Standard Change Service Request process Monitors auto-generated incidents from event alert monitoring ensuring that they are correctly prioritised and action taken accordingly Contacts Resolver groups to progress Incident Problem and Change chases initiated by the user Reviews resolution details and take responsibility for closure of all Incidents Contacts the user for agreement to close ensuring the 3 strikes and out policy is employed Checks the Incident classification and reset as necessary Enters Incident closure details and mark the Incident as closed ensuring appropriate closure codes are used Raises Incidents to address unsuccessful Service Requests Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed Records Incidents Changes Service Requests within the Incident Management tool and assigns to the appropriate Resolver Ensures new Incident records are opened for all legitimate Incidents Ensures that users do not have multiple Incident records open for the same issue Ensures correct contact details are recorded on all Incidents Captures accurate descriptions of all new Incidents Changes Service Requests classifies them correctly and applies the appropriate classification codes Identifies Incidents that require management through additional processes If the Incident is a Major Incident set the MI flag and initiate the MI process If the Incident is a complaint initiate recovery call Experience and Knowledge on MAC Systems operating issues Relocation Supported No Visa Sponsorship Approved No Copyright 1995 - 2024 Fujitsu x Cookie Consent Manager When you visit any website it may store or retrieve information on your browser mostly in the form of cookies Because we respect your right to privacy you can choose not to allow some types of cookies However blocking some types of cookies may impact your experience of the site and the services we are able to offer Required Cookies These cookies are required to use this website and can t be turned off Show More Details Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies which are all required to enable the website to function route is used for session stickiness careerSiteCompanyId is used to send the request to the correct data center JSESSIONID is placed on the visitor s device during the session so the server can identify the visitor Load balancer cookie actual cookie name may vary prevents a visitor from bouncing from one instance to another Functional Cookies These cookies provide a better customer experience on this site such as by remembering your login details optimizing video performance or providing us with information about how our site is used You may freely choose to accept or decline these cookies at any time Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies Show More Details Functional Cookies Provider Description Enabled YouTube YouTube is a video-sharing service where users can create their own profile upload videos watch like and comment on videos Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos