Service Desk Agent, Walmer

The Service Desk Agent is a technical role within the Service Desk which reports into the Service Desk Team Leader. Daily responsibilities include responding to in-bounds, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling.

Qualification:

• Relevant tertiary qualification
• The latest Microsoft MCSE qualification is required. Additional certifications such as MCSA, MCDST, N+ and CCNA is preferred
• ITIL v 3 certification is an advantage

Years of Experience:

• At least 2- 3 years’ industry experience Service Desk / Call Centre environment and/or proven technical background in IT Operations in large scale, complex IT environment is required
• A proven technical background in IT operations e.g. Desktop, Printer and/or Network equivalent support with excellent problem-solving skills, including experience and knowledge of the following technologies:

o  Active Directory (including Basic User and Security Group Active Directory administration)

o  Antivirus / Anti-spam Systems

o  Citrix

o  Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation)

o  Microsoft Office products

o  Networking Technologies (LAN, WAN, Security)

o  O365 product suits

o  SQL or Database Administration exposure

o  Windows OS

• Prior experience in ITSM toolsets (example BMC Remedy, ServiceNow) essential
• Experience with Genesys Contact Centre is an advantage