Technical Service Desk Agent at redPanda Software

KEY RESPONSIBILITIES

Roles and Responsibilities:

• Logging all customer incidents and/or service requests
• Logging all fault information from the customer onto the incident management system
• Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded
• Applying first time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process
• Understanding the impact of the incident or service request in line with the customer’s business and systems
• Monitoring all incidents and following-up with resolving groups ensuring SLA’s are adhered to
• Updating customers on the status of their incident
• Resolving and closing cases ensuring ownership through to a satisfactory conclusion
• Performing call-backs to customers to confirm call closure
• Ensuring agreed escalation procedures are adhered to and management are informed of high priority or potentially high-risk customer problems
• Logging call with 3rd parties and liaise with them to ensure resolution

CORE SKILLS/COMPETENCIES

Mandatory Technical Skills / Abilities required to do the Job

• Excellent oral and written communication skills with the ability to communicate effectively at all levels
• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers
• Ability to manage own workload, with good planning and organisation skills. Understands the difference between ‘urgent’ and ‘important’ and prioritises accordingly. Uses own initiative
• Logical problem-solving skills
• Able to determine when it is appropriate to invoke escalation processes
• Methodical and analytical approach to incident and problem solving
• A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline

WORKING HOURS

• Working Pattern – 24/7, 365 shift based working hours including weekend and bank holiday working for which additional payments are made.
• Flexibility regarding working hours should customer requirements change.

MINIMUM REQUIREMENTS

• Experience working in an IT-related environment, preferably on a Technical Service Desk
• ITIL v.3 Foundation certificate is non negotiable, or experience of ITIL methodology

RECRUITMENT PROCESS

• Competency based interview to assess above requirements
• Applicable assessment
• Background checks
• If you are interested to apply, please email your updated CV to [email protected]. Please add the name of the vacancy to the subject line of your email