IT Service Desk Agent (1st Level Support)
Role Purpose
You will provide a single point of contact for users, deal with the management of both routine and non-routine incidents, problems and requests. Provide of 1st line support for incidents. You should have 6 months experience with IT Support or a strong understanding of Active Directory and Windows operating system.
Key Accountabilities
- Supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs)
- Developing an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service
- Ensuring problem resolution actions are taken following processes and systems in place
- Taking ownership for listening to and understanding basic customer problems, asking relevant questions to resolve problems within required timescales
- Acting as a team player and a helpful and effective member of the team
- Taking ownership of your own development in the role
Performance Indicators
- Sharing and re-using knowledge
- Following the correct process for delivering the service
- Resolving customer problems within required timescales
- Meeting service level requirements
For more information on this or other roles feel free to contact Alison on 01 6455250 or alison.byrne @ experis.ie
