IT Service Desk

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

• 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

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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