The Service Desk Agent is responsible for providing high level, specialised technical support, typically from a Helpdesk environment, regarding very specific and/or customised application(s).
Role ResponsibilitiesProvides specialised, escalated technical support from a central location (typically helpdesk) either by telephone or email.Negotiates timeframes for solution implementation with users and updates users on progress during problem resolution.Identifies more complex technical issues for escalation to more senior staff/external vendors and effectively uses the pre-established escalation process.Escalates process or project improvements to relevant parties within the organisation to enhance the current use of products or reduce incoming call volume, keeping management aware of potential areas for product, services, and education sales.Logs and accesses technical solutions within a database and thoroughly documents the status of all liaisons and communications.Develops and maintains specialist knowledge and skill in supported products and in those products associated with supported products, as required.Develops and delivers training to Helpdesk/IT support staff.Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others.Reports all incidents, hazards, or unsafe work practices as per Datacom policy.KnowledgeBroad understanding of common desktop applications, systems administration, and network engineering.Strong understanding of the organisation's technical environment and operating platforms.High level specialist knowledge of the products/applications supported.Experience1-2 years' relevant Technical Support experience with at least 1 year dedicated to the specific application/technologies being supported.SkillsStrong service orientation.Advanced problem analysis and problem-solving skills.Qualifications and Certifications – EssentialTertiary qualifications and professional certifications such as an MCP, MCSE.
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