Service Desk Support Specialist

3 weeks ago


East London, United Kingdom Dimension Data Full time
Job Summary

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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