Service Desk Agent

Functieomschrijving The Service Desk Agent is a technical role within the Service Desk which reports into the Service Desk Team Leader.
Daily responsibilities include responding to in-bounds, routine customer telephone inquiries regarding products, services, order status, and other general questions.
Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair.
Logs calls and updates customer account records.
At higher levels, may be asked to provide responses to submitted questions through out-bound calling.
Requirements Qualification: Relevant tertiary qualification The latest Microsoft MCSE qualification is required.
Additional certifications such as MCSA, MCDST, N+ and CCNA is preferred ITIL v 3 certification is an advantage Years of Experience: At least 2- 3 years' industry experience Service Desk / Call Centre environment and/or proven technical background in IT Operations in large scale, complex IT environment is required A proven technical background in IT operations e.g.
Desktop, Printer and/or Network equivalent support with excellent problem-solving skills, including experience and knowledge of the following technologies: o  Active Directory (including Basic User and Security Group Active Directory administration) o  Antivirus / Anti-spam Systems o  Citrix o  Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation) o  Microsoft Office products o  Networking Technologies (LAN, WAN, Security) o  O365 product suits o  SQL or Database Administration exposure o  Windows OS Prior experience in ITSM toolsets (example BMC Remedy, ServiceNow) essential Experience with Genesys Contact Centre is an advantage