Digital Service Desk Agent
1 week ago
- LocationMelbourne CBD
- Job type Permanent
- DisciplineIT General
- ReferenceBBBH260108_
Job description:
Work as a Digital Service Desk Agent with a leading IT Consulting firm based out of Melbourne.
Responsibilities:
- Assist users and customers in multiple systems, handling initial intake and gathering data to resolve or escalate the reported issue.
- Handle customer Inbound and outbound calls.
- Respond quickly and effectively to customer requests received through the Digital Support Desk.
- Create and maintain meticulous records within the support software platform (Service Now)
- Report significant and recurring issues to the Level2 support team.
- Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts.
- Coordinate and escalation the L2 issues to Business SMEs including followup to ensure ticket/incident/request closeout.
- Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management.
Skills Required:
- Strong handson experience working as a Level 1 Service Desk agent.
- 35 years of recent experience in customer service.
- Support end users and customers in multiple systems and designed a set of digital tools.
- Any experience or training with eCommerce websites/ Digital an advantage.
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