Service Desk Agent with Dutch

Service Desk Agent with Dutch
RRN0002382

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.