Service Desk Agent with Dutch
IT Shared Service Desk Agent with ….
What are your responsibilities?
- Shared IT Service Desk agent – offering shared IT support to multiple clients using cross training and methodologies in Incident and Request management
- Support end user in day by day operations with specific applications, operating system, hardware and software;
- Receive and make calls, chats, emails and self-service contacts, collect information applying check list;
- Classify requests/incidents and provide initial support and triage
- Research of required information using available resources, user guides and match complaints with Known Errors and Problems;
- Categorize and document cases per required standards;
- Identify and escalate priority issues;
- Support in using application functionalities, identification of possible workaround;
- Route cases that are not in scope or not resolvable to next levels of support.
- Handle operational queries with a sense of urgency while meeting required quality metrics.
- Resolve incidents and service requests using step by step documentation.