Service Desk Support Specialist
3 weeks ago
The Service Desk Agent plays a critical role in providing exceptional client service and support. As the first point of contact, you will be responsible for handling client requests, incidents, and service requests in a timely and professional manner.
Key Responsibilities
- Receive, log, and diagnose client requests, applying standard operating procedures and service level agreements.
- Provide clients with a first call resolution, leveraging standard operating procedures or work instructions.
- Build knowledge articles and flag the need for content when relevant articles are not available.
- Communicate timely updates to clients on pending requests or tickets.
- Collaborate with resolver groups and other functions to ensure timely updates are sent to clients.
- 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
- A dynamic and supportive work environment
- Opportunities for growth and development
- A competitive salary and benefits package
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