Service Desk Agent at Six Square Networks

Job description

The service desk agent is the first point of contact for incoming customer queries, whether Service Requests, Change Requests, Incidents or otherwise. Requests are received via e-mail, telephonically, or directly through the Service Desk customer portal. The service desk agent will be responsible to receiving service requests, assigning them to the relevant queue or agent, escalating where appropriate. Many ISP, Supply Chain and Tier 1 tickets will be dealt with directly by the service desk agent, including troubleshooting software, hardware, network and telecommunications issues. The service desk agent will also be responsible for monitoring various systems, and alerting relevant agents based on condition changes.

The service desk agent will report directly to the service delivery manager.

It is expected that Service Desk Agents will develop through time, experience and education and ultimately move into Tier 1 technical position, then Tier 2, then Tier 3 and so on. This is not an automatic progression, but will be based on obvious and ongoing improvements in knowledge, skill, experience, etc.

Primary duties and responsibilities (include but are not limited to):

• Receiving, and logging tickets for, all inbound requests (e-mail, telephonic, customer portal).
• Follow standard service desk operating procedures. Being present and available to clients.
• Assist customers with ISP type requests (e.g. E-mail (POP3, SMTP, O365), Connectivity, Hosting, etc).
• Assign service desk requests to relevant queues and resources.
• Alert Service Delivery Manager to high priority requests and incidents.
• Monitor incoming requests for repetitive issues and trends.
• Monitor NOC systems for anomalies, and raise tickets as appropriate.
• Monitor client connectivity status and capacity and update accordingly.
• Assist with resolving / completing ISP and Tier 1 service requests.
• Become familiar with relevant customers and their environments.
• Document and maintain information pertaining to client environments, systems etc
• Prepare various activity and system reports.
• Know, understand and apply company and service desk policies and procedures.
• Become familiar with the Company’s services and solutions, and actively promote the company and its services.
• Procurement: Engage with hardware / software vendors to spec, quote, procure, receive, prepare and deliver IT goods to customers.
• Other duties as may be assigned by the service delivery manager from time to time.

Education and Experience

• MCSA or equivalent certification.
• MCSE / Bachelor’s Degree or equivalent preferred.
• Working knowledge and experience in current desktop operating systems, office applications and common software applications.
• Experience in a helpdesk environment.
• ITIL experience / qualifications will be highly beneficial.

Key Competencies

• Excellent communication skills. Both written and spoken business English is essential.
• Trouble-shooting and problem-solving ability.
• Stress tolerance. Must be able to work under pressure / high work-loads when required.
• Good team work and interaction
• Planning and Organisation Skills.

General Requirements

• Friendly presence, helpful attitude with good interpersonal skills and the ability to work well with others.
• Excellent customer service skills and attitude. Always treat customers and colleagues professionally and politely.
• Ability to provide technical support telephonically, remotely or directly.
• Be able to adapt to changing work flows – be able to multi-task during busy times, and remain productive during slower times.
• Consider and offer ways to improve the products and services offered by the company.
• Ability to work with and without direct supervision.
• Driver’s License
• After-hours work may be required from time-to-time