As a Service Desk Agent, you will be responsible for providing expert solutions to technology problems reported by gategroup employees in a 7x24x365 Service Desk environment. The Service Desk Agent is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Also responsible for maintaining a knowledge-based system of common reported problems and resolutions. Provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution. Escalates reports of chronic or unresolved problems to the appropriate team lead or manager.
Main Duties and Responsibilities:
Act as First point of contact to the Service Desk / Front all inbound support Calls
Triage and Diagnose reported faults applying standard fix protocols as required.
Accurately log incidents and ensure all relevant data is captured.
Regularly updating incidents logged on the Incident Man..