Service Desk Agent I

The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and co-ordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies knowledge of company IT systems and products to conduct troubleshooting, analysis and resolution or escalation of the user incidents within established company standards and timelines. 

Provide 1st Line Support:
• Perform 1st line technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
• Provide high quality service during customer interactions, and ensuring the customer is well informed about the problem, resolution timelines and timeous feedback on all stages.
• Liaise with service desk and application support teams to facilitate incident resolution.
Incident Escalation:
• Update the logging system with required and appropriate information, ensuring an accurate understanding and interpretation of details provided by the end user. 
• Adhere to the established organisational standards, procedures, and timelines. 
• Efficiently escalate any unresolved problems or requests to the relevant application support (2nd line support) team with accurate information and problem diagnosis prior to the escalation.
Communication:
• Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy-to-understand and detailed for the end-user.
• Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats etc).
• Continuously communicate incident progress or resolution steps to clients.

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