Sr Service Desk Agent
Core
2nd Level telephone contact support resolving software, hardware, and network operations difficulties for clients.
Role type
Senior Service Desk Agent (2nd Level)
Builds
Resolved tickets and service center cases
Domain
IT Service Delivery / Help Desk
Required skills
IT Service Desk experience, Level 1 support experience, troubleshooting, ticket management, SLA adherence, remote tools usage, process improvement, documentation, time management
Preferred skills
ITIL Foundations Certification, Microsoft Desktop Administration certification, analytical skills, diagnostic skills
Technologies
MS Office, MS Exchange, MS Windows networks, data networks, voice networks
Responsibilities
Respond to and resolve customer requests via telephone; document calls and cases accurately; escalate tickets requiring on-site support; identify process efficiencies and implement changes; provide weekly knowledge scripts; manage workload to meet service levels and ticket volume targets.
Seniority
Senior, hands-on IC