Service Desk
Core
First-line support specialist providing telephone and email assistance to citizens and organizations regarding entity registration, self-identification, cybersecurity notifications, and general communications.
Role type
Service Desk Agent
Builds
Incident records and resolved support tickets
Domain
Public Sector / IT Service Management
Deliverable
client delivery
Required skills
Incident management, ticketing systems, contact centre operations, Microsoft Office Suite, operational procedure adherence, initial diagnosis, escalation management
Preferred skills
None stated
Technologies
Incident management platforms, ticketing systems, contact centre platforms
Responsibilities
Provide first-line support via telephone and email; Register, analyze, and respond to requests; Create and maintain incident records; Classify, prioritize, and track incidents; Provide guidance on entity registration, self-identification, and cybersecurity notifications; Perform initial diagnosis and resolve requests; Escalate complex cases to second-line support; Monitor incidents to resolution; Ensure compliance with service levels and security requirements.
Seniority
Mid-level, hands-on IC