IT Service Desk Agent

Описание

The Role:

The Service Desk Agent is the first point of contact for the users who interact with the Apex Group IT Service Desk covering desktop, telephony, networking and Business applications. While providing a high level of customer interaction, IT Agents are responsible to resolve level 1 IT requests in a timely fashion, and escalate Level 2 & 3 IT requests to the appropriate support and resolver groups.

Key duties and responsibilities:

Serve as the single point of contact for end User ICT requests and support issues;
Respond to IT requests from all emails, portal, and telephone within the agreed targets;
Log and assign all IT requests and work requests accurately in the Apex IT ticketing system;
Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools;
When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion;
Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times;
Follow standard operating procedures(SOPs) for incident management;
Manage creation, modification, and deletion of users account management (FTP, Active Directory, file permissions) and perform clean-up projects of user profiles, files, email accounts;
Supporting application such as Microsoft Lync/Skype for Business, conferencing tools such as GoToMeeting, Microsoft Outlook and email archiving tools;
Highlight and report all major IT issues and risks to Service Manager in a timely manner;
Research, test and implement new systems to improve efficiencies and satisfy user requests;
Provide basic PC installations and configuration tasks;
Provide onsite support when required in Apex offices (may require travel);
Other duties in support of the Service Desk, as assigned by the Service Manager.

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

София 1000, Площад Македония, ул. Алабин 1, етаж 11

Дата:

26.05.2022

Организация:

Apex Fund Services Bulgaria EOOD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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