Senior Managed Services Client Service Desk Agent

About the role

The Senior Managed Services Service Desk Agent is a skilled service desk resource responsible for acting as the escalation point of contact for clients and vendors. This role handles calls, chat requests, tickets, and mailbox management, applying standard operating procedures to resolve incidents and service requests.

Key responsibilities

• Receives, logs, validates, and diagnoses client requests across the full range of products and services offered, applying agreed service level agreements using standard tools, platforms, and processes
• Diligently follows processes, with continuous follow-ups for closure and reporting
• Uses Managed Services product and process knowledge along with discretion to respond to tickets
• Provides clients with first call resolution where possible, leveraging standard operating procedures or work instructions
• Triggers knowledge article requirements or flags the need for such content when relevant articles are not available
• Provides new hire knowledge transfer and training
• Provides timely updates to clients when requested on any pending requests or tickets
• Works closely with resolver groups and other functions to ensure timely updates are sent to clients
• Produces breach and aging reports for tickets opened by the service desk
• Identifies gaps and shortcomings in current processes, procedures, and services, and provides recommendations for improvement
• Uses sound judgment to escalate issues to a higher level
• Ensures a professional level of service quality is maintained and that clients are satisfied

Qualifications

To thrive in this role, you need to have:

• Ambitious self-starter passionate about IT
• Skilled at using sound judgment to escalate issues to a higher level
• Methodical approach to ticket resolution
• Skilled ability to interact with a variety of stakeholders
• Integrity to ensure excellent client service and retention
• Team player with excellent attention to detail and client focus
• Effective verbal and written communication skills
• Ability to work in 24x7 shift structure based on a defined roster
• Familiarity with ITIL concepts
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference, or Collaboration is an asset

Academic qualifications and certifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification
• India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
• ITIL v4 foundation certification and knowledge is preferable

Required experience

• Solid demonstrated related work experience gained in a similar role within an information technology environment
• Solid demonstrable related work experience in the Technology Industry (for example, Cisco, FW, RSA, SOC, etc.) and Call Center environment is preferred

Workplace type

On-site Working