Service Desk Agent

Summary:

The Service Desk Agent will act as the first point of contact for all inbound IT-related requests, providing support for incident management and ensuring high-quality communication across various channels. The role will involve coordinating with internal IT teams, analyzing, troubleshooting, and escalating incidents as necessary, and performing essential data gathering and reporting tasks. The ideal candidate will work efficiently in a fast-paced environment and handle the challenges of 24x7 Service Desk coverage, while contributing to the smooth operation of IT services.

Key Responsibilities:

• Provide information and support for any inbound requests, ensuring clear communication and resolution.
• Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.).
• Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams.
• Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation.
• Effectively manage inbound alerts and escalate issues to the correct teams when needed.
• Manage personal schedule to ensure adequate coverage in a 24x7 Service Desk environment.

Requirements

Skills & Qualifications:

Must Have:

• University degree or technical/vocational certification in Computing, Electronics, or related IT field.
• Excellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadership.
• Keen attention to detail and the ability to multitask effectively.
• Strong prioritization skills and the ability to work independently with minimal supervision.
• Problem-solving abilities and basic troubleshooting skills.
• Ambition to grow and improve within the IT field.

Nice to Have:

• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook).
• Strong analytical skills for resolving issues and improving service delivery.
• Familiarity with SAP is a plus.
• Basic knowledge of Linux operating systems.
• Experience with database administration or understanding of databases.
• Understanding of ITSM tools and ITIL best practices.
• Knowledge in areas such as Networking, System Administration, Databases, or Application Support is desirable.
• Fluency in additional foreign languages is considered an asset.