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Service Desk Specialist

1 month ago


East London, United Kingdom Dimension Data Full time
Job Title: Service Desk Agent

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:

At Dimension Data, we provide a dynamic and supportive work environment that fosters growth and development. Our team members enjoy a range of benefits, including opportunities for professional growth, competitive compensation, and a collaborative work culture.