Service Desk Agent

To provide 1st level support to the company''s customers, ensuring customer calls are answered promptly and log tickets as per customer’s request/inquiries and are attended to them accordingly until a resolution is achieved.

Primary Responsibilities for the Role
Provide excellent service to the users of the Adapt IT Engagement platforms including clients, advisers, and internal employees.
Resolving first-line technical software support queries of users of the Adapt Engagement platforms, according to expected standards of service delivery and within agreed SLAs:
Displaying excellent verbal and written communication skills.
Accurately logging details of the queries as per the defined Incident and Problem management process to enable record keeping and trend analysis of interactions.
Escalating complex queries to second-line support when necessary, with the required details to enable further problem analysis.
Contributing to a self-managed team environment with a can-do attitude to ensure team goals and service targets are achieved.
Striving for first time query resolution within required SLAs and targets.
Working with 2nd level support analysts on escalated queries.
Identifying opportunities to increase operational efficiency in the Support process.
Successfully completing ongoing training required to maintain service excellence.
Displaying teamwork and collaborating with team members to maintain operational excellence.
Pro-actively providing feedback to Team management where required.
Desired Skills, Experience and Qualities:
Ability to work under pressure
Attention to Detail
High Customer Focus
Complex Incident/Problem-Solving skills
Results-driven and action-oriented
Excellent Communication Skills (verbal and written).


Education & Qualification
BSc (Computer Science or Information Systems) /Bcom (Information Systems)/Diploma in Information Technology
Minimum 5 years’ working in a service desk environment
ITIL Foundation Certified
 

Relevant Skills, Knowledge & Experience
Business acumen
ITIL Principles
Quality Assurance and Management
Service Excellence Orientation
Telephone etiquette
Knowledge of Oracle SQL would be advantageous.
Understand Version Control Systems and ITIL Change Management.
Ability to resolve application incidents, service requests and problems quickly and cost-effectively.
Experience in Service Management tools. (IVANTI Heat will be advantageous)
Experience in IVR systems.
 

Driving Value

Actively seeking and implementing opportunities to maximize value in any aspect of the business.
Setting a culture of continuously striving for better performance
Challenging the current state in order to seek real improvements
 

Leading People

Motivating and developing people to deliver superior results in a responsible manner
Building and maintaining effective cul