ServiceDesk Agent

Role Title: SERVICE DESK AGENT

Purpose: Providing a central point of contact for users, managing routine and non-routine incidents, problems, and requests, while offering first-line support.

Requirements:

• High School Diploma or 2 years of experience in Customer Service or Tech Support
• Proficiency in a specific foreign language
• Knowledge of various software and applications including Windows environment and Microsoft Office

Desired Core Skills:

• Basic Service Knowledge
• Establishing quick relationships with customers
• Effective communication skills
• Problem-solving abilities
• Team player mindset
• Technical knowledge in Microsoft Office and basic networking
• Understanding of business continuity processes
• Interpersonal skills such as excellent communication, flexibility, customer orientation, and teamwork

Key Accountabilities:

• Familiarity with supported services and ensuring high customer satisfaction
• Handling incoming calls and following standard Service Desk procedures
• Updating and closing Incident records responsibly
• Recording and managing Incidents accurately
• Executing required tracking and knowledge base activities
• Initial investigation and analysis of new Incidents

Context:

Key Performance Indicators:

• Significant time spent on phone interactions with customers
• Ability to work internally and externally
• Contribution to team targets
• Flexibility in covering shifts
• Potential career growth paths to Service Desk Expert or ITIL Process Controller
• Adherence to quality standards and security policies