Ability to work as part of a team with minimal supervision.
High-level understanding of business functions and the ability to discern impact of end user requests and defects in IT infrastructure on the business.
Demonstrate strong analytical and problem-solving skills on the workstation, client/server, and business applications.
Ability to use available tools to provide rapid resolutions.
Broad current knowledge of information technology products, services, and processess.
Working Experience with remote tools and ticketing tools (ServiceNow would be an added advantage).
Quickly and efficiently troubleshoot simple and complex issues within the defined SLA.
Excellent troubleshooting, problem-solving, decision-making, and organizational skills.
Have strong communication skills (both written and verbal) to direct with precision and clarity remote-hands technicians over the phone to execute deployment, break-fix, and upgrade plans accurately.
Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery.
Experience in a Service Desk/Technical Support environment
Knowledge of ITIL methodology.
Familiarity with common commercial software products.
What will you do?
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.
While providing the highest level of customer service, the Service Desk Agent answers incoming calls, emails, and Chats tracks all information in a call tracking system, and uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.
The Service Desk Agent escalates unresolved problems/issues/requests to the proper tier 2 and 3 support team.
Troubleshooting End user issues on various software applications, hardware, network and telecommunications systems, access management, O365 administrating, and providing desktop support.
Active Directory, O365 Tools and Services, IT Service Desk, Windows Services