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Service Desk Specialist
2 months ago
Job Summary:
The Service Desk Agent is the primary point of contact for clients and vendors, responsible for handling incoming calls, chat requests, and tickets. The successful candidate will apply standard operating procedures to resolve incidents and service requests in a timely and efficient manner.
Key Responsibilities:
- Receive, log, and diagnose client requests, utilizing agreed service level agreements and standard tools.
- Utilize MS product and process knowledge to respond to tickets and provide first-call resolution when possible.
- Build knowledge articles or flag the need for such content when relevant articles are not available.
- Provide timely updates to clients on pending requests or tickets.
- Collaborate with resolver groups and other functions to ensure timely updates are sent to clients.
- Produce breach and ageing reports for tickets opened by the service desk.
- Identify process gaps and provide recommendations for improvement.
Requirements:
- Relevant IT/Computing degree
- Desktop support experience
- User support services experience
- 3 years of experience
What We Offer:
As a Service Desk Agent at Dimension Data, you will have the opportunity to work in a dynamic and fast-paced environment, collaborating with a team of professionals to deliver exceptional client service.
