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
Job Description
- 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
Other Requirements
- 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
