Service Desk Agent
(Published at 14-11-2019)
Service Desk – Analyst
We are looking for Spanish speaking service desk agents.
? Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
? Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
? Able to recognize situational trends and call team and management attention to them
? 1st line support – troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers
? Troubleshoot basic network and VPN issues
? Escalate unresolved calls to next level
? Log all calls in the Service Desk Call Logging system
? Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
? To maintain a high degree of customer service for all support queries and adhere to all service management principles
? Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
? Provide supporting stats for the weekly Service Desk report on call trends
? Generating support documentation to assist staff with requests for information & provide input for staff training as required
? Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.
? Blackberry and Smart Phone account management and provision
? Flexibility to work in a 24×7 work environment.
? BS graduation with 1 year of minimum IT Service Desk and/or Call Centre experience required
? An ITIL qualification is preferable but not essential
? MCP/N+/A+ certification would be desirable
? Excellent communication skills and telephone manner.
? Excellent organizational skills
? Incident Management experience ? Managing incidents including business expectations and communication
? Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.
? Self-motivated achiever who gains satisfaction from providing excellent customer service