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BriefCase

It Service Desk Agent Job in Maneva Consulting

It Service Desk Agent

Maneva Consulting 4+ weeks ago
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Job Summary

Roles and Responsibilities

Service Desk Agent

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

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Should be ready for night shift


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 (AD,OWA,PST/OST,DNS,DHCP)
  • 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




    •
    Experience Required :

    3 to 8 Years

    Vacancy :

    2 - 4 Hires

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