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