Our client based in Kempton Parkis looking for a Service Desk Agent to be based at site-Kempton Park. Service Desk Agent will berequired to provide 1st line support to the users and must have A+/N+/ITIL with +3 years servicedesk support experience.Responsible for the following focus areas:

Ensure the phone is always answered timeously and in a professional manner
Ensure notelephone calls are dropped
Responsible for taking ownership of all incidents that arespecifically logged and therefore, are required to manage the incident during the incidentlifecycle
Act as the single point of contact (SPOC) for the user even if the incident isreassigned to other functional levels such as 2nd Level, Field Service Engineers etc.
Ensure that all IT incidents are logged, without exception
Logging of incidents:
Remote telephonic 1st level diagnostics in order to quickly resolve / restore thefailed service
Responsible for checking the Service Desk Voice Messagingsystem for User calls.

Track and update incidents via the journalentries

Responsible for escalation for Priority incidents via Voicecomms, email, SMS etc.


Monitoring ofincidents

Responsible for ensuring that all detailscaptured into ITSM are accurate, error free and clearly highlights what the impact is / was to theuser

Monitor the progress of all incidents assigned  and ensurethat all steps are taken by the right resource resolve the incident before it breaches


Closing of incidents

Once a resolution has been found and/ implemented take responsibility forobtaining permission via email from the user to close the incident logged. The incident may not beclosed unless the user has given permission to close it.

Responsiblefor attaching required permission email to the logged incident within ITSM

Follow-up with the user on the resolution of the incident.