Our client in the Telecoms Industry is looking to hire a Bridge Desk Agent.

Responsibilities

• 1st Line Support (Specific Desktop Support activities)
• Monitoring of Alerts on Identified Systems
• Log the Incident and assign to Incident Manager
• Identify P1, P2, P3 and P4 Calls
• Understand the Escalation Matrix for various Business Units
• Understand the Work Instructions for various Business Units as they will vary for ticket assignment
• Ensure that the End User always has a Ticket Reference Number for Queries
• Identify Reference numbers on Toolset and Advise the User

Requirements

• Ideally 1 year of IT Work Experience in a Service Desk Environment or Desktop Support Engineer
• Microsoft Literate
• A+, N+ Qualification
• Desktop Support experience for 1st Line Support
• Sound knowledge of Service Excellence, Customer Satisfaction and End...