IT Service Desk Agent Job at Tych Business Solutions

IT Service Desk Agent Job at Tych Business Solutions… See details on how to apply for the opportunities available at Tych Business Solutions.

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Contribute to the process of managing tickets or calls logged at the service desk
Ensure all incidents which are logged, are accurately categorised
Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process
Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it
Ensure reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
Ensure relevant actions have been logged to enable tracking

Knowledge, Skills and Attributes:

A good understanding of the vast range of IT operations and NTT service offerings
Display excellent levels of client engagement
Service orientated in nature
Excellent collaboration skills and able to interact professionally
Desired Experience & Qualification
Relevant regional technical or equivalent qualification
Relevant technical certifications preferred

Required Experience:

Demonstrable relevant work experience gained in call centre managed services/services delivery environment within a medium to large ICT organization.
Demonstrable experience in working in a fast pace high performance team.