Service Desk Agent

Job Description

• Operate on multiple computer applications to assist customer contact
• Contribute towards the achievement of providing exceptional customer service
• Demonstrate stamina to successfully complete incident tickets within established work hours
• Provide, accept and act on performance feedback from peers, business partners, leadership and customer survey results
• Focus on and demonstrate customer- centered goals and objectives
• Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change
• Complete projects in established time frames, as deemed necessary
• Maintain and recognize cultural differences/sensitivity
• Help Desk Agent shall fulfill the following expectations:
  • Password resets / unlocks
  • Application support
  • Network/VPN connectivity
  • End user hardware support
  • Desktop software support
  • Software Installs
  • Telecommunication issues
  • Status calls
  • Client support
  • Work at Home / Remote support
  • Incident support
  • Outage Information
  • Proprietary application support
  • New project support
  • Local and Network printer support

• 2+ years of customer service experience, preferably in a call center environment with an Associate’s degree or equivalent from a two-year college in a related field
• Strong knowledge of Microsoft systems, software, and technologies.
• Familiarity with ITIL process.
• Knowledge of MS Office Suite.
• Functional knowledge of cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support, and PC Desktop Support.
• Familiarity with Work at Home solutions.
• Proficient in Service Now or other IT Service Management Platforms.
• Empathetic customer service resource.
• Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal.
• Responds quickly and resolves problems related to technology usage.
• Probes and uncovers customers’ underlying issues.
• Defines problems quickly and resolves the majority of issues within the specified timeframe.
• Can deliver “just-in-time” training over the phone.
• Actively shares knowledge and offer assistance to team members.
• Identifies and takes initiative to implement improvement opportunities.

• Associates degree or equivalent from a two-year college in related field, with a minimum of 1 year related experience.

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development :
  Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

• Participation in both internal meetings and external meetings via video calls, as necessary.
• Ability to go into corporate or client offices to work onsite, as necessary.
• Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
• Ability to bend, kneel, crouch, and reach overhead, as necessary.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
• Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
• For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
• For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.

* If requested, reasonable accommodations will be made to enable…