Are you a Service Desk Agent who thrives on solving problems and keeping systems running smoothly? We're looking for a proactive go-getter who can monitor applications, manage incidents, and ensure timely resolution of service requests. Customer-focused and proactive Service Desk Agent with strong communication, incident management, event monitoring and customer service skills. Experienced in supporting system availability, monitoring applications, logging and escalating incidents, and ensuring timely communication with stakeholders. Committed to meeting Service Level Agreements (SLAs), resolving issues efficiently, and maintaining accurate documentation in line with established procedures.
What you'll do:
Requires performing daily application availability checks and event monitoring tasks
Provide proactive system monitoring
To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
Ensure that calls are assigned to the next resolver groups within the specified timeframes
Working well with another colleague/team player/ willing to assist
Ensure that all correspondence is adhered to, executed, or noted in the correct manner
Following instructions including customer Working Instructions (WI) or management instructions
Your Expertise:
Positive attitude required with excellent telephone etiquette
Team player with good work ethic and attendance record
Self-driven - Get the job done
Strong event management abilities with customer focused
Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
Excellent customer satisfaction, interaction and engagement