IT Service Desk Agent

Job Description

Job Overview:

The Service Desk Agent serves as the first level of IT support for all Probe users by receiving incidents and service requests through a variety of channels (such as phone, chat, email and ticketing system) and taking the

appropriate steps to resolve the users’ concerns.

Duties And Responsibilities:

• Receive and respond to Probe users’ calls, chats, emails and tickets in a timely and courteous manner
• Identify the users’ problem/need and find the appropriate solution in the available resources
• Provide users with answers or guidance on troubleshooting steps
• Log interactions and record incidents and service requests in the ticketing system
• Follow the standard service desk procedures in classifying, prioritising and escalating incidents to the relevant IT groups
• Direct service requests to the relevant IT groups
• Follow up with users as needed to ensure the complete resolution of incidents or service requests
• Track the progress of incidents and service requests and provide updates to the users and relevant IT groups
• Communicate to the Service Desk Leadership Team any recurring user issues
• Stay current with information on applications and processes as well as system changes and updates
• Comply with Probe’s information security policies and procedures
• Complete all required training courses successfully and participate in team meetings
• Consistently meet the performance targets for the role
• Ensure a safe, healthy, sustainable and inclusive work environment for employees, contractors and suppliers
• Perform other duties as assigned by the manager or team leader
• Qualifications and Key Competencies
• Education and Experience
• Successful candidates for this role must possess any one of the following:
• Two-year diploma course/associate degree in Information Technology / Computer Systems and Network
• Technology / Computer Studies / Computer Technician and System Management or similar
• Bachelor’s degree in Information Technology / Computer Studies / Engineering or similar
• Minimum of 1 year experience in a contact centre role providing IT helpdesk/technical support
• Internal candidates must also meet the following requirements:
• No corrective action/disciplinary measure in the last 90 days
• Passing scorecard in the current role for the last 3 months
  
  

• Critical Thinking and Problem-Solving
• Asks directed questions to identify and review a problem
• Applies critical thinking to investigate the cause of a problem
• Uses various relevant information sources to find a solution
• English Verbal and Written Communication
• Speaks in a clear voice in the appropriate volume and tone
• Composes messages in proper English grammar and syntax
• Uses language in an understandable and logical manner
• Provides explanations and instructions that are sufficient and easy to follow
• Listening and Comprehension
• Listens intently and does not interrupt unnecessarily
• Addresses unclear information by asking questions
• Summarises information and confirms for accuracy
• Interprets information and follows instructions correctly
• Customer Service and Conflict Management
• Understands the customer’s needs and provides solutions while setting clear expectations
• Demonstrates patience and empathy when interacting with customers
• Resolves tensions and conflicts by understanding the customer’s motivations and presenting several solutions to address the problem Attributes
• Collaboration and Teamwork
• Shares knowledge with others and openly receives feedback from others
• Understands the importance of a shared result and how to contribute to it
• Maintains positive working relationships with team members, managers, and other teams
• Quality Focus and Attention to Detail
• Works meticulously and adheres to standards
• Checks their own work for any errors or mistakes and corrects them immediately
• Remains focused when dealing with detailed information
• Results Orientation and Self-Motivation
• Commits to a performance goal and works towards achieving it
• Performs work readily and enthusiastically
• Monitors own performance against the set goals or targets
• Integrity and General Conduct
• Acts professionally and in accordance with Probe’s Code of Conduct
• Treats everyone equally, respectfully and without discrimination
• Takes responsibility for errors or mistakes
• Adaptability and Flexibility
• Easily adapts to changes in the work environment
• Is able to change their approach, view or behaviour whilst keeping focus on their goals
• Continues to perform effectively even when there are changes in the work environment
  
  

• The Service Desk Agent is a full-time role (40 work-hours per week)
• Service Desk Agents may be assigned to rotational shifts to support the 24/7 operation of the business
• Additional hours may be required for this role, subject to the operational needs of the business