The Service Desk Agent is a technical role within the Service Desk which reports into the Service Desk Team Leader. Daily responsibilities include responding to in-bounds, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling.

Qualification:

• Relevant tertiary qualification
• The latest Microsoft MCSE qualification is required. Additional certifications such as MCSA, MCDST, N+ and CCNA is preferred
• ITIL v 3 certification is an advantage

Years of Experience:

• At least 2- 3 years’ industry experience Service Desk ...