Service Desk Agent

JOB SUMMARY:
The Role:

We are looking for 14 Service Desk Agents  with the addition of the language as per below.

• 4 x Italian Speaking Agents

 

Required Qualification:

• A+
• N+ or Higher

The Role:

We are looking for 14 Service Desk Agents  with the addition of the language as per below.

• 4 x Italian Speaking Agents

 

Required Qualification:

• A+
• N+ or Higher

Preferred Qualification:

• ITIL v3 or ITIL 4

Experience Required:

• 1-2 Yearsâ?? experience in an IT service desk environment
• 1-2 Yearsâ?? Customer service experience .
• 1-2 Yearsâ?? experience in First call resolution .

Duties/Responsible:

• 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.

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.