MS Service Desk Agent

FunctieomschrijvingThe MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.2Key Roles and Responsibilities: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 processesUses MS product and process knowledge along with discretion to respond to ticketsProvide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not availableProvide 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 clientProduce breach and aging reports for tickets opened by the service deskIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementKnowledge, Skills, and Attributes:Ability to work under guidanceAmbitious self-starterAbility to use sound judgment to escalate an issue to a higher levelMethodical in approach to ticket resolutionDemonstrates ability to interact with a variety of stakeholdersDemonstrates required integrity to ensure excellent client service and retentionDemonstrates the attributes of professionalsExcellent attention to detail and client focussedStrong and effective verbal and written communication skillsAbility to work in 8-5pmAcademic Qualifications and Certifications:General Qualification in Technology (Technical Diploma) or equivalentRequired Experience:A moderate number of years work experienceDemonstrable related work experience in the Technology Industry and Call Centre environment is preferred• Have substantial understanding of the job• Uses skills and knowledge to complete a wide range of tasks• Need to use judgement to solve issues or make recommendations• Receives very little daily instruction• Only gets general instructions on new work• Typically requires demonstrable level of related experience.QualificationsMinimum of two years experience as a technical support professional with knowledge of the MS Service Desk environment and/or as an end user with basic troubleshooting skills.Must have excellent customer service skills and be able to communicate effectively both verbally and in writing.A minimum of 3 years experience in a customer service environment.At least two years of experience with IT support, troubleshooting and service desk. Requirements -