IT Service Desk Agent
5 days ago
**Roles and Responsibilities**
- Contribute to the process of managing tickets or calls logged at the service desk
- Ensure all incidents which are logged, are accurately categorised
- Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process
- Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it
- Ensure reported faults are investigated and diagnosed
- Be expected to take ownership and resolve or further escalate escalated incidents
- Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
- Ensure relevant actions have been logged to enable tracking
**Knowledge, Skills and Attributes**
- A good understanding of the vast range of IT operations and NTT service offerings
- Display excellent levels of client engagement
- Service orientated in nature
- Excellent collaboration skills and able to interact professionally
**Academic Qualifications and Certificates**
- Relevant regional technical or equivalent qualification
- Relevant technical certifications preferred
**Required Experience**
- Demonstrable relevant work experience gained in call centre managed services / services delivery environment within a medium to large ICT organisation.
- Demonstrable experience in working in a fast pace high performance team.
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