Service Desk Agent

SUMMARY:

Yearning for More in Your Career? iOCO Infrastructure Services Invites You to Explore Possibilities. We are currently seeking a dedicated and customer-focused individual to join our team as a Service Desk Agent I.

Key Responsibilities:

• Efficient a...
  
  

  POSITION INFO:
  

  Yearning for More in Your Career? iOCO Infrastructure Services Invites You to Explore Possibilities. We are currently seeking a dedicated and customer-focused individual to join our team as a Service Desk Agent I.

  Key Responsibilities:

  • Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
  • Ensure that all calls are logged within ITSM tool as per the required operational processes.
  • Assist team with work overload as and when required and ensure general administration work is up to date.
  • Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
  • Follow appropriate escalation procedures as and when required.
  • Ensure adherence to respective client specific Operational Manuals.
  • Working well under pressure

  Preferred Qualification:

  • A+, N+ or Higher
  • ITIL v3 or ITIL 4 and QA

  Required:

  • 1-2 Years’ experience in an IT service desk environment
  • 1-2 Years’ Customer service experience
  • 1-2 Years’ experience in First call resolution

  Work environment:

  • Remote
  • Office is Open Plan

  Physical demands:

  • Sitting

  Travel:

  • To the office in the event of power outages or bad network from home
  
  
  

   

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