IT Service Desk Agent II
4 weeks ago
Job Description
:
The IT Service Desk Agent (Tier 1) is the first point of contact for end-users seeking technical assistance for IT-related concerns. This role is pivotal in ensuring users receive timely and effective support, thereby maintaining optimal business continuity and productivity.
Essential Functions:
Incident Management: Receive, log, and manage incoming IT support requests from end-users via telephone, email, or other communication channels. Provide first-level diagnosis and resolution of technical issues, aiming for first-contact resolution whenever possible. User Communication: Provide clear, concise, and timely communication to users about the status of their issues, ensuring they are kept informed throughout the resolution process. Escalate unresolved incidents to the appropriate support teams or individuals, providing detailed information about the issue and steps taken for resolution. Documentation: Accurately record and document all details of the incident, including troubleshooting steps taken, in the Service Desk system. Utilize and contribute to the knowledge base for troubleshooting and resolution. Technical Support: Assist users with basic hardware, software, and network-related issues. Reset passwords, configure systems, and guide users through step-by-step solutions in a clear and user-friendly manner. Team Collaboration: Collaborate with Tier 2 and Tier 3 support teams for issue escalation, ensuring efficient and effective handovers. Share insights and learnings with peers, fostering a collaborative team environment. Continuous Improvement: Provide feedback on recurring issues and suggest improvements to reduce incident volume. Participate in training and development sessions to enhance technical skills and improve service delivery. Four years of College resulting in a Bachelor's Degree or equivalent N/A 3-6 Years Excellent verbal and written communication skills with a customer-first attitude. Provide Service Desk Services in English. Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field. 3 years of experience in a technical support or customer service role. Strong technical acumen with the ability to troubleshoot common hardware, software, and network issues. Ability to handle stressful situations with patience and professionalism. Proficient in using Service Desk software and tools. Basic knowledge of ITIL practices is a plus. Ability to work in rotational shifts to provide 24/7 support if required. For remote work scenarios, a reliable and fast internet connection is required to ensure seamless and effective service delivery.This position does not have employee direct reports but does serve as a "lead" role for others doing similar work.
The work is primarily performed in an office or remote environment.
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