Sr Service Desk Agent
Core
2nd Level telephone support resolving software, hardware, and network issues to achieve First Contact Resolution.
Role type
Senior Service Desk Agent (2nd Level)
Builds
IT service delivery for clients
Domain
IT Service Management / Help Desk
Required skills
troubleshooting, ticket management, SLA adherence, remote support, process documentation, change management, time management, data validation, escalation handling
Preferred skills
ITIL Foundations, Microsoft Desktop Administration, analytical skills, diagnostic skills
Technologies
MS Office, MS Exchange, MS Windows, voice networks, data networks
Responsibilities
Resolve 2nd Level tickets via phone, document troubleshooting steps, follow up on cases to completion, escalate to on-site support when needed, identify process efficiencies, create knowledge scripts, manage workload to meet service levels
Seniority
Senior, hands-on IC
