Level 2 Service Desk Agent - Job Description
Position Overview:-
The Level 2 Service Desk Agent provides remote technical assistance to customers who contact the Service Desk to report a fault or who make a request regarding the VOIP/Connectivity solution installed at their site and supported by the company.
Job Responsibilities:-
· Takes telephonic calls from customers requiring technical assistance.
· Receives emails, via the prevailing mechanism, from customers, requiring technical assistance.
· Ensures a ticket is logged via the internal ticket logging system.
· Provides 2nd level support by applying advanced troubleshooting techniques to identify problems, investigate causes and recommend/implement solutions to correct common failures.
· Receive escalations of complex issues from the Level 1 Service Desk Agents.
· Arranges for on-site technical assistance to be provided where necessary by generating a request to the Company`s Technicians Department.
· Escalates more complex problems to a higher level of expertise within the organisation
· Follows standard Service Desk Operating procedures including the accurate logging and updating of Service Desk tickets using the defined ticketing system.
· Ensures feedback is given to the customer within an appropriate time-frame.
· Actions ad-hoc requests delegated to him/her by the Service Desk manager
Accountabilities and Performance Measures:-
· Meets the standards of service required of the Service Desk agents.
· Meets ticket closure targets (Number of tickets closed per month).
· Provides frequent feedback to customers.
· Escalate tickets quickly if a resolution is not found.
Organisational Alignment:-
· Reports to the Manager, Service Desk.
· Collaborates with all business units within the Company
· Acts as a key point of contact for its customers.
· Maintains/develops contact with other external entities where required.
Qualifications/Competencies/Work Experience:-
· N + or A + technical certification.
· VoIP and/or Networking certifications will be beneficial.
· VoIP experience.
· Hosted PBX experience.
· Mikrotik (Router OS) experience.
· Networking experience.
· PC competent with Word and Excel.
· Minimum 2 years’ experience in a technical role preferably in a Telecoms environment.
· Experience on an IT Help/Service Desk.
· Good problem-solving skills.
· Customer-centric.
· Ability to provide technical support telephonically.
· Self-motivated and able to work on own initiative under pressure.
· Ability to exercise patience and to actively listen.
· Good communication skills for both verbal and written forms of communication.
`Must be willing to work standby duties as applicable.
Salary : Market Related
Availability ASAP
Candidates without the relevant experience/qualifications, need not apply.
Please consider your application unsuccessful if you have not heard from us in 5 business days.
Job Types: Full-time, Permanent
Work Location: In person
