Bridge Desk Agent (Telecoms)
Job details
Duties and Responsibilities · 1st Line Support (Specific Desktop Support activities) · Monitoring of Alerts on Identified Systems · Log the Incident and assign to Incident Manager · Identify P1, P2, P3 and P4 Calls · Understand the Escalation Matrix for various Business Units · Understand the Work Instructions for various Business Units as they will vary for ticket assignment · Ensure that the End User always have a Ticket Reference Number for Queries · Identify Reference numbers on Toolset and Advise the User Requirements · Ideally 1 year of IT Work Experience in a Service Desk Environment or Desktop Support Engineer · Microsoft Literate · A+, N+ Qualification · Desktop Support experience for 1st Line Support · Sound knowledge of Service Excellence, Customer Satisfaction and End User Experience. Personal Attributes · Business written and verbal communication skills · Should exhibit excellent time management and organizational skills to complete the assigned work effectively · Honest and Trustworthy · Ability to work in a team and as an individual · Ability to work under pressure and adhere to deadlines · Customer Service Oriented · Remain Calm under pressure and have patience · Adapt to Change · Heightened Listening Skills (Soft Skill) · Empathy to End User Situation/Challenge · Well Organised · Troubleshooting Skills ATripleA Recruitment and Temps #atriplea #recruitment #vacancy # Bridge # Desk# Agent
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