It Service Desk Agent

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.Job Overview:The Service Desk Agent serves as the first level of IT support for all Probe users by receiving incidents and service requests through a variety of channels (such as phone, chat, email and ticketing system) and taking theappropriate steps to resolve the users' concerns.Duties and Responsibilities:Receive and respond to Probe users' calls, chats, emails and tickets in a timely and courteous mannerIdentify the users' problem/need and find the appropriate solution in the available resourcesProvide users with answers or guidance on troubleshooting stepsLog interactions and record incidents and service requests in the ticketing systemFollow the standard service desk procedures in classifying, prioritising and escalating incidents to the relevant IT groupsDirect service requests to the relevant IT groupsFollow up with users as needed to ensure the complete resolution of incidents or service requestsTrack the progress of incidents and service requests and provide updates to the users and relevant IT groupsCommunicate to the Service Desk Leadership Team any recurring user issuesStay current with information on applications and processes as well as system changes and updatesComply with Probe's information security policies and proceduresComplete all required training courses successfully and participate in team meetingsConsistently meet the performance targets for the roleEnsure a safe, healthy, sustainable and inclusive work environment for employees, contractors and suppliersPerform other duties as assigned by the manager or team leaderQualifications and Key CompetenciesEducation and ExperienceSuccessful candidates for this role must possess any one of the following:Two-year diploma course/associate degree in Information Technology / Computer Systems and NetworkTechnology / Computer Studies / Computer Technician and System Management or similarBachelor's degree in Information Technology / Computer Studies / Engineering or similarMinimum of 1 year experience in a contact centre role providing IT helpdesk/technical supportInternal candidates must also meet the following requirements:No corrective action/disciplinary measure in the last 90 daysPassing scorecard in the current role for the last 3 monthsJOB DESCRIPTION:Critical Thinking and Problem-SolvingAsks directed questions to identify and review a problemApplies critical thinking to investigate the cause of a problemUses various relevant information sources to find a solutionEnglish Verbal and Written CommunicationSpeaks in a clear voice in the appropriate volume and toneComposes messages in proper English grammar and syntaxUses language in an understandable and logical mannerProvides explanations and instructions that are sufficient and easy to followListening and ComprehensionListens intently and does not interrupt unnecessarilyAddresses unclear information by asking questionsSummarises information and confirms for accuracyInterprets information and follows instructions correctlyCustomer Service and Conflict ManagementUnderstands the customer's needs and provides solutions while setting clear expectationsDemonstrates patience and empathy when interacting with customersResolves tensions and conflicts by understanding the customer's motivations and presenting several solutions to address the problem AttributesCollaboration and TeamworkShares knowledge with others and openly receives feedback from othersUnderstands the importance of a shared result and how to contribute to itMaintains positive working relationships with team members, managers, and other teamsQuality Focus and Attention to DetailWorks meticulously and adheres to standardsChecks their own work for any errors or mistakes and corrects them immediatelyRemains focused when dealing with detailed informationResults Orientation and Self-MotivationCommits to a performance goal and works towards achieving itPerforms work readily and enthusiasticallyMonitors own performance against the set goals or targetsIntegrity and General ConductActs professionally and in accordance with Probe's Code of ConductTreats everyone equally, respectfully and without discriminationTakes responsibility for errors or mistakesAdaptability and FlexibilityEasily adapts to changes in the work environmentIs able to change their approach, view or behaviour whilst keeping focus on their goalsContinues to perform effectively even when there are changes in the work environment?Other Requirements:The Service Desk Agent is a full-time role (40 work-hours per week)Service Desk Agents may be assigned to rotational shifts to support the 24/7 operation of the businessAdditional hours may be required for this role, subject to the operational needs of the business