Role Overview

The Service Desk Agent is responsible for providing high level, specialised technical support, typically from a Helpdesk environment, regarding very specific and/or customised application(s). This role typically only exists in very large organisations.

Role Responsibilities

The Service Desk Agent is responsible for (but not limited to):

Providing specialised, escalated technical support from a central location (typically helpdesk) either by telephone or email.

Negotiating timeframes for solution implementation with users and updating users on progress during problem resolution.

Identifying more complex technical issues for escalation to more senior staff/external vendors and effectively using the pre-established escalation process.

Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume and keeping Management aware of potential areas for product, services and education sales.

Logging and accessing technical solutions within a database and thoroughly documenting the status of all liaisons and communications.

Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.

Developing and delivering training to Helpdesk/IT support staff.

Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others. Reports all incidents, hazards or unsafe work practices as per policy.

Essentials Knowledge

Broad understanding of common desktop applications, systems administration and network engineering.

Strong understanding of the organisation’s technical environment and operating platforms.

High level specialist knowledge of the products/applications supported.

Essential Experience

1-2 years’ relevant Technical Support experience with at least 1 year dedicated to the specific application/technologies being supported.

Essential Skills

Strong service orientation.

Excellent communication skills.

Advanced problem analysis and problem-solving skills.

Essential Qualifications and Certifications

Tertiary qualifications and professional certifications such as an MCP, MCSE.