Service Desk Agent at Six Square Networks

Job description

Primary duties and responsibilities (include but are not limited to):

• Receiving, and logging tickets for, all inbound requests (e-mail, telephonic, customer portal).
• Follow standard service desk operating procedures. Being present and available to clients.
• Assist customers with ISP type requests (e.g. E-mail (POP3, SMTP, O365), Connectivity, Hosting, etc).
• Assign service desk requests to relevant queues and resources.
• Alert Service Delivery Manager to high priority requests and incidents.
• Monitor incoming requests for repetitive issues and trends.
• Monitor NOC systems for anomalies, and raise tickets as appropriate.
• Monitor client connectivity status and capacity and update accordingly.
• Assist with resolving / completing ISP and Tier 1 service requests.
• Become familiar with relevant customers and their environments.
• Document and maintain information pertaining to client environments, systems etc
• Prepare various activity and system reports.
• Know, understand and apply company and service desk policies and procedures.
• Become familiar with the Company’s services and solutions, and actively promote the company and its services.
• Procurement: Engage with hardware / software vendors to spec, quote, procure, receive, prepare and deliver IT goods to customers.
• Other duties as may be assigned by the service delivery manager from time to time.

Education and Experience

• MCSA or equivalent certification.
• MCSE / Bachelor’s Degree or equivalent preferred.
• Working knowledge and experience in current desktop operating systems, office applications and common software applications.
• Experience in a helpdesk environment.
• ITIL experience / qualifications will be highly beneficial.

Key Competencies

• Excellent communication skills. Both written and spoken business English is essential.
• Trouble-shooting and problem-solving ability.
• Stress tolerance. Must be able to work under pressure / high work-loads when required.
• Good team work and interaction
• Planning and Organisation Skills.

General Requirements

• Friendly presence, helpful attitude with good interpersonal skills and the ability to work well with others.
• Excellent customer service skills and attitude. Always treat customers and colleagues professionally and politely.
• Ability to provide technical support telephonically, remotely or directly.
• Be able to adapt to changing work flows – be able to multi-task during busy times, and remain productive during slower times.
• Consider and offer ways to improve the products and services offered by the company.
• Ability to work with and without direct supervision.
• Driver’s License
• After-hours work may be required from time-to-time