Service Desk Agent

Role Overview

The Service Desk Agent is responsible for screening, referring and diagnosing internal inquiries and work requests as they relate to maintenance of personal computers and related systems.

Role Responsibilities

The Service Desk Agent is responsible for (but not limited to):

• Preparing service desk incident reports and assist in hardware and software evaluation
• Analyzing problems, determining approach, compiling and analyzing data, and preparing reports / recommendations.
• Coordinating activities between departments and external parties
• Contacting company personnel at all organizational levels to gather required / relevant information
• Normally receives little instruction on daily work and only general instructions required for newly introduced assignments
• Working under close supervision to acquire job skills and learn company policies and procedures in order to complete routine tasks
• Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others.
• Reports all incidents, hazards or unsafe work practices as per Datacom policy.

Knowledge

• Broad understanding of technical infrastructure projects and related technology dependencies.
• Demonstrated understanding of Service Delivery disciplines.

Experience

• 1-2 years of related experience

Skills

• Ability to work on assignments requiring considerable judgment and initiative.
• Understands implications of work and makes recommendations for solutions.
• Assures adherence to budgets, schedules, work plans, and performance requirements.
• Ability to frequently interact and network with a variety of stakeholders and team members within own area of expertise.
• Ability to work in large, collaborative teams to achieve organizational goals.
• Proven analytical and problem-solving skills.
• Excellent customer relationship building and management skills.
• Effective presentation skills.
• Strong verbal and written communication skills with a wide variety of stakeholders.
• Consultative and planning skills.

Qualifications

• Bachelor's degree in business, IT, Science, Engineering, Economics or a related discipline.