Service Desk Agent Job Description
The Service Desk Agent is a key role within our organisation, providing high-level technical support to users regarding customised applications.
Key Responsibilities
* Provides escalated technical support from a central location, via telephone or email, and negotiates timeframes for solution implementation with users.
* Identifies complex technical issues and escalates them to senior staff or external vendors, using established escalation processes.
* Logs and documents technical solutions within a database, and maintains specialist knowledge in supported products.
* Takes reasonable care of health and safety, and reports incidents, hazards, or unsafe work practices as per Datacom policy.
Knowledge and Skills
* Broad understanding of common desktop applications, systems administration, and network engineering.
* Strong understanding of the organisation's technical environment and operating platforms.
* High-level specialist knowledge of the products/applications supported.
* Advanced problem analysis and problem-solving skills.
* Strong service orientation and excellent communication skills.
Experience and Qualifications
* 1-2 years' relevant Technical Support experience, with at least 1 year dedicated to specific application/technologies being supported.
* Tertiary qualifications and professional certifications such as MCP, MCSE.
Why You'll Love This Role
* Opportunity to develop and maintain specialist knowledge in supported products.
* Chance to deliver training to Helpdesk/IT support staff and enhance your own skills.
* Collaborative team environment with opportunities for growth and development.