The IT Service Desk Agent will be responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.

Key Responsibilities:

  • To provide a complete and informed response on first contact to all customers (single point of contact)
  • To log and manage all calls, service requests and incidents from end-to- end, including escalation to third parties, follow up and feedback to customers
  • To communicate and liaise effectively with end-users, colleagues and other service providers at all levels
  • To ensure customer satisfaction and continuity of service is managed, by following specific procedures but also by recommending and developing (where appropriate) improvements to these processes/procedures
  • To compile and manage IT service-related documentation, administration and reporting where applicable
  • Give telephonic training on systems
  • Conduct trend analysis of series data to determine common occurrences and recurring issues
  • Determine absolute cause of problems by either recreating the issues in a test environment or reviewing system design
  • Co-ordinate and ensures that adequate training is provided for users

Minimum Requirements:

  • Relevant IT qualification
  • At least 3 years’ experience in IT
  • Advanced level of computer literacy
  • Experience in IT procurement, inventory management, vendor management beneficial
  • Experience in diary management beneficial
  • At least two years’ experience with Desktop support (hardware/software

troubleshooting)

Desired Skills:

  • Desktop Support

About The Employer:

Leading global Investment Management company

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