The Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.

Roles and Responsibilities

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

Knowledge, Skills and Attributes

  1. A good understanding of the vast range of IT operations and NTT service offerings
  2. Display excellent levels of client engagement
  3. Service orientated in nature
  4. Excellent collaboration skills and able to interact professionally

Academic Qualifications and Certificates

  1. Relevant regional technical or equivalent qualification
  2. Relevant technical certifications preferred

Required Experience

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


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