IT Service Delivery Expert
6 days ago
Role Summary:
We are looking for a highly skilled Service Desk Agent to join our team at ICT Services. As a Service Desk Agent, you will be responsible for delivering exceptional customer experiences to our clients, providing remote IT assistance and support to end users, and troubleshooting and repairing local hardware and software issues.
Key Responsibilities:
- Provide remote IT assistance and support to end users, using your excellent communication skills to troubleshoot and repair local hardware and software issues.
- Identify and communicate major incidents to key stakeholders, creating and maintaining technical and problem/resolution documentation along the way.
- Administer solutions to meet customer needs, manage authorization and supply of key hardware and software requests, and report to the Service Desk Lead.
Requirements:
- Language Skills: Fluent English Language Skills: Able to communicate with customers on a day-to-day basis via telephone, email & chat services. Able to quickly build rapport with customers, colleagues and management
- Conceptual Thinking: Can quickly grasp the underlying issues in complex problems or situations.
- Flexibility: Takes account of new information or changed circumstances and modifies their approach accordingly.
- Creativity: Takes innovative approaches to problem-solving and devises inventive and creative solutions.
- Follow-up and Monitoring: Checks progress against targets, reporting as necessary and taking action to resolve exceptions.
- High level of motivation and focus on daily tasks
- Enthusiasm to seek out opportunities within the business.
- Working knowledge of Windows 10 and 11
- 6+ months previous IT contact center or customer service experience. Otherwise, has worked in a target-driven environment where incidents must be managed within specific SLA's
- Relevant IT Certification or equivalent (e.g., MD100, MS900, CompTIA A+)
Seniority Level: Entry level
Employment Type: Full-time
Job Function: Information Technology
Industries: IT Services and IT Consulting
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