Service Desk Agent

Responsible for: 

The Service Desk Agent serves as the first level of IT support for all campaign users by receiving incidents and service requests through a variety of channels (such as phone, email and ticketing system) and taking the appropriate steps to resolve the users' concerns.
 

Main Activities and Responsibilities: 

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

• Actively contribute to Probe's commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.

• Complete all necessary training requirements and professional development opportunities. 

• Comply with Probe's privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment.  This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.

• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.
   

Customer Experience

• Receive and respond to users' calls, 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 relevant teams any recurring user issues

• Stay current with information on applications and processes as well as system changes and updates

• Comply with Baker Delight's information security policies and procedures

• Perform other duties as assigned by the manager or team leader
   

Core Competencies:  

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations

• Implement functional organisational design & optimal workforce planning

• Ensure key function policies are in place & are current

• Drive & implement operational excellence in function / line of business

• Ensure compliance within function / line of business

Client & Stakeholders

• Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders

• Establish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reports

• Establish & manage effective  relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team

Key Skills and Capabilities: 

• Excellent communication and data entry skills

• The ability to communicate with a wide range of people

• Effectively prioritise tasks based on urgency and deadlines

• Positive attitude and ability to be flexible and work as part of a team to achieve mutual goals

• Excellent attention to detail and ability to work under time pressure

• Demonstrated ability in managing and resolving queries through applied knowledge, well-informed and timely decisions based on functional expertise, regional knowledge, and industry trends within technical constraints of integration partners

• Proven ability to work autonomously and collaboratively

• The ability to build strong relationships, driving conversation to explore and raise needs, share information, and drive efficiencies.

• Conflict/Negotiation management
   

Qualifications and Typical Experience:

• Educational Attainment: 

  • Bachelor's degree in Information Technology / Computer Studies / Engineering or similar

  • Two-year diploma course/associate degree in Information Technology / Computer Systems and Network Technology / Computer Studies / Computer Technician and System Management or similar

• Desired Years of Experience: Minimum of 1 year experience in a contact centre role providing IT helpdesk/technical support

• Desired Industry Exposure: BPO / Information Technology / Computer Studies / Engineering or similar

• Desired Role Exposure Prior: BPO / IT helpdesk/technical support

• Working knowledge and experience on Service Now is a plus

• Knowledge of Microsoft Dynamics/Power Apps is a plus
   

Other Position Requirements: 

• Complete tasks delegated/assigned by the Team Leader

• Perform other reasonable duties as required