Functieomschrijving The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.2 Key Roles and Responsibilities: Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes Uses MS product and process knowledge along with discretion to respond to tickets Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
Build knowledge articles, or flag the need for such content, when relevant articles are not available Provide timely updates to clients, when requested, on any pending requests or tickets.
Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client Produce breach and aging reports for tickets opened by the service desk Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement Knowledge, Skills, and Attributes: Ability to work under guidance Ambitious self-starter Ability to use sound judgment to escalate an issue to a higher level Methodical in approach to ticket resolution Demonstrates ability to interact with a variety of stakeholders Demonstrates required integrity to ensure excellent client service and retention Demonstrates the attributes of professionals Excellent attention to detail and client focussed Strong and effective verbal and written communication skills Ability to work in 8-5pm Academic Qualifications and Certifications: General Qualification in Technology (Technical Diploma) or equivalent Required Experience: A moderate number of years work experience Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred • Have substantial understanding of the job • Uses skills and knowledge to complete a wide range of tasks • Need to use judgement to solve issues or make recommendations • Receives very little daily instruction • Only gets general instructions on new work • Typically requires demonstrable level of related experience.
Qualifications Minimum of two years experience as a technical support professional with knowledge of the MS Service Desk environment and/or as an end user with basic troubleshooting skills.
Must have excellent customer service skills and be able to communicate effectively both verbally and in writing.
A minimum of 3 years experience in a customer service environment.
At least two years of experience with IT support, troubleshooting and service desk.
Requirements -