Service desk agent trainee
requirements:
intermediate knowledge of windows front-end environment (windows 10).
Experience with ticketing system tools (e.g., remedy, hp service manager, service now).
Basic itil knowledge (incident management and service request).
Intermediate knowledge of office package (outlook, excel, word).
Active directory server support.
Customer management and communication skills.
Pos support experience.
Personal attributes:
teamwork and collaboration.
Creativity and strategic thinking.
Customer service orientation.
Problem-solving and negotiation skills.
Ability to multitask and self-learn.
Responsibilities:
attend customer phone calls and manage tickets efficiently.
Inform clients about services not provided by the help desk.
Register all service requests and incidents within the project scope.
Resolve service requests within the expected service level agreements.
Document solutions in a comprehensible language for clients.
Transfer tickets to the correct support group if misrouted.
Ensure client satisfaction with the solutions offered.
Provide daily follow-up on open service requests.
Close tickets assigned to the work queue.
Document new knowledge base articles (kba).
Languages
upper intermediate (51-79%)