Service Desk Agents X3 at iOCO

The Role

• Are you passionate about delivering exceptional customer service and providing technical support? We're seeking highly motivated and customer-oriented Service Desk Agents X3 to join our dynamic team at iOCO. They will play a crucial role in ensuring the satisfaction of users by providing timely and effective technical support and assistance.

Skills and Experience

What you’ll do:

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
• Ensure that all calls are logged within ITSM tool as per the required operational processes.
• Assist team with work overload as and when required and ensure general administration work is up to date.
• Ensure a high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
• Follow appropriate escalation procedures as and when required.
• Ensure adherence to respective client-specific Operational Manuals.
• Working well under pressure

Your expertise:

• 1-2 Years’ experience in an IT service desk environment
• 1-2 Years’ customer service experience
• 1-2 Years’ experience in First call resolution

Qualifications required:

• A+, N+ or Higher
• Preferred:
• ITIL v3 or ITIL 4