Agent (SR) IT Service Desk

Description

The position holder is responsible for providing 1st line support to the internal organization and external customers, assisting the users with server, application, workstation, networking, hardware problems and standard change requests via phone, mail, instant messaging and ITSM tool. He / she is expected to provide first point of contact of escalation for the 2nd and 3rd line engineers.

The position holder, after having been trained on the job, will be able to work with a certain level of autonomy.

He / she has the duty to provide activity analysis information and KPIs in order to be actively involved on the continual service improvement.

As part of the Service Desk team, the position holder will be accountable for the accomplishment of the following tasks :

• Manage all incoming calls and emails to the Service Desk support function
• Perform 1st line support related tasks
• Screen, categorize and prioritize support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs
• Follow and close out the calls opened trough the service management software
• Documentation of incidents for inclusion and updates within the internal knowledge base
• Install and configure software on end-user machines
• Reporting to the Service Desk team leader and producing monthly reports on demand
• Liaise with third party suppliers to report and escalate customer problems
• Participate in IT related projects under the supervision of the manager or project manager
• Perform administrative tasks on the inventory tool (client and server side)
• Perform administrative tasks in Active Directory
• Strictly follow all ITSM and security policies

ESSENTIAL REQUIREMENTS FOR THE POSITION