Service Desk Agent L1
NTT Corporation
- Port Elizabeth, Eastern Cape
- Permanent
- Full-time
- Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
- Uses Managed Services 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. 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 the client
- Produce breach and aging reports for tickets opened by the service desk
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Use sound judgment to escalate an issue to a higher level
- Ensure that a professional level of service quality is maintained and that clients are satisfied
- Ambitious self-starter passionate about IT with the ability to work under guidance Ability to use sound judgment 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
- Ability to work in 24X7 shift structure, based on a defined roster
- Familiar with basic ITIL concepts
- Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset
- General Qualification in Technology (Technical Diploma) or equivalent
- Basic ITIL know-how is preferable
- Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred