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Technical Service Desk Agent

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Are you looking to take the next step in your career? We are currently looking for a Technical Service Desk Agent. Within this role you will have the opportunity to work on a variety of systems that will allow you to grow your knowledge and skill set.

Ideal candidates should have:

  • Ability to work in a challenging and rewarding environment;
  • Be a team player and able to work well with colleagues towards accomplishing common goals;
  • Have excellent communication skills, over phone and emails;
  • Have knowledge in various ICT areas such as Local Area Networks, Operating Systems and Server Technology together with the ability to integrate with the Company's Customers;
  • Successful candidates must be fluent in English;
  • Have good organisational skills;
  • Have strong prioritization skills to ensure achievement of yearly objectives;

Main Duties and Responsibilities:

  • To own all logged tickets and follow-up until resolution;
  • Provide Customer facing 1st level support (skype, email and phone). Fault handling and escalation;
  • Support cloud infrastructure;
  • Utilise company monitoring software and service management system to provide Customer support and required tickets details;
  • Assist other internal teams in the execution of projects and implementation of preventive and corrective maintenance;
  • Provide the necessary expertise to ensure best practices are given due consideration;
  • Communicate with customer in a concise and professional manner;
  • Initiates and monitors actions to investigate and resolve problems in systems, processes and services;
  • Prioritize and diagnose incidents according to agreed procedures;
  • Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached;
  • Investigates minor security breaches in accordance with established procedures;
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