Call Centre/Customer Service Agent

Key responsibilities

1st Line Support of Software / Hardware related incidents.
*Accurately log incidents and ensure all relevant data is captured.
*Direct first hand ticket ownership.
*Regularly update incidents logged on the ITSM and manage the ticket assigned to your group.
*Maintain a high level of First Contacts Fixes.
*Proactively keep customers informed on an incident / request status and progress.
*Escalate incidents to the relevant resolver group where first time fix is not possible.
*Adapting and keeping up to date with current standard procedures.
*Proactively maintain and develop technical knowledge.
*Escalate potential service / problem issues initially with the relevant management / departments.
*Act as a role model for new members of the team and assist with training where required.

Knowledge and Experience

*Good knowledge of IT platforms, equipment and applications.
*Excellent time keeping.
*Excellent spoken / written communication skills.
*Relevant Customer service skills