IT Service Desk Agent Job Description Template
Our company is looking for a IT Service Desk Agent to join our team.
Responsibilities:
- Ensure compliance with organisation policies, procedures and work instructions;
- To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents;
- Responsible for update and maintenance of accurate internal work instructions and processes;
- To manage and safeguard the confidentiality, integrity and availability of company and customer information;
- To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk;
- Handling VIP support calls in a professional manner;
- To take ownership of problems and be proactive when dealing with all issues;
- Responsible for Software License Management including the ordering and distribution of software;
- Liaison with third party suppliers as required;
- Adhere to all service management principles, including the company’s software licensing processes.
Requirements:
- Keen interest in IT;
- Logical;
- Patience;
- Flexible – ability to work a 24*7*365 shift with potential requirements for shift change at short notice;
- Attention to detail;
- Excellent customer service skills both face-to-face and over the telephone;
- Relentless focus on improving processes;
- Professional Image;
- Effective interpersonal and relationship-building skills;
- Customer Centric;
- ability to prioritise;
- Strong oral and written communication skills;
- Enthusiastic.