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.
Key Roles and Responsibilities :
Receive, log, validate and diagnose client requests, on 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 client Produce breach and ageing reports for tickets opened by service desk
Identify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement.
Knowledge, Skills and Attributes :
Ability to work under guidance
Ability to use sound judgement 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 focused
Strong and effective verbal and written communication skills
Relevant IT / Computing degree
Desktop support experience
User support services experiences
3 years experience