Service Desk Agent

Language: Proficient in English (Read + Write + Speak)

Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.

Main responsibilities: Adherence to policies and procedures, closure of open calls after resolution.

Major activities: •

• Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD.
• Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User.
• Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
• Routes the enquiries to Resolver Groups as appropriate.
• Re-routes misdirected calls.
• Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures.
• Provides status and updates on tickets to authorized users.
• Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.
• Makes recommendations for updates to the KB database.