Service Desk Agent

JOB DESCRIPTION
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
• Offering advice to end users and customers on all areas of ICT, how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
• To work closely with the ICT Training, Technical and PAS Administration Teams on user issues and problem resolution and to provide cover when required.
• To ensure effective communication within ICT teams, the Trust and third parties.
• To actively promote and market ICT, including assisting with quality assurance and customer satisfaction surveys.
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilise excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
REQUIREMENT
• Minimum of OND degree in Information Technology, Computer Science or equivalent
• Customer service orientation
• Proficiency in English
• Fresh IT Graduates can apply for this position as well.
MODE OF APPLICATION
Interested Candidates/Applicants should forward a Copy of their CVs to the HR: [email protected]
Only the shortlisted candidates will be contacted.