Service Desk Agent

The Service Desk Agent is s the primary point of contact for the information & Digital-related concerns. The role involves addressing a diverse range of IT issues, efficiently managing service requests, and contributing to knowledge management. Additionally, the Service Desk Agent plays a crucial role in IT incident management, ensuring prompt resolutions and the uninterrupted functionality of IT services, all while prioritizing and maintaining user satisfaction.

Service Desk Agents play a pivotal role in ensuring the seamless functionality of IT services, serving as the primary point of contact for users across different departments. The context of the role encompasses addressing a myriad of technical issues, troubleshooting, and providing timely resolutions to maintain optimal user satisfaction. This role provides services across OpCos.

IT Request & issue resolution: Address and resolve IT incidents promptly, ensuring minimal disruption to users.

Ticket management: Efficiently manage and prioritize service desk tickets, ensuring timely resolution and escalation when necessary.

Documentation & Knowledge Management: Actively contribute to knowledge management by documenting common issues and solutions for future reference. Contribute to the development and maintenance of the knowledge base with solutions to common issues.

Technical support: Offer remote assistance to users, guiding them through technical solutions for a positive support experience.

Technical communications: Communicate technical information and updates clearly to end-users regarding service disruptions, maintenance, and solutions.