Senior Service Desk Agent

Key Roles and Responsibilities:

• Responsible for receiving, validating and logging client requests
• Capture the detail of the request and provide first line support if required
• Act on events auto logged by system platforms and they ensure that the commitments made to client in service level agreements are met
• Tracking
• Tracks requests and determines current activity on it
• Use this information to update task details and to provide regular updates to clients
• Escalation
• Analyze and interpret the requests to ensure that the classification, prioritization and escalation of the requests are correct
• Identify and escalate requests and exceptions where necessary
• Resolution
• Works closely with his/her colleagues to ensure the swift resolution of faults
• Ensure that the user and/or client are kept updated on the progress in relation to the resolution of the fault.
• Interact with necessary internal stakeholders and are responsible for managing requests through to resolution within the service level agreement conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution

​Required Experience:

• The target is zero missed SLA
• Responsible for producing breach, and other reports that are necessary for the correct operation of our processes. Identify failures and short-comings in the current processes and escalate with recommendations.
• General Qualification in Technology (Technical Diploma) or equivalent
• A+, N+, CCNA and MCSA or MCSE
• ITIL certification
• At least two years’ service desk experience
• Two years working in a remote support environment troubleshooting and resolving issues in a multi-server network environment
• Experience working directly with technical managers as well as technical and non-technical end users