Service Desk Agent

Job description

IT Service Desk Agent The position is responsible for providing support for all business services and applications deployed within SES. In addition to ticket management, the function also includes support via telephone, remote support, and hands on. PRIMARY RESPONSIBILITIES / KEY RESULT AREAS: o Deployment o Maintenance o Renewal o Disposal Management - Provide first level Incident logging and resolution, or re-assignment to other teams - Provide Service Request Fulfilment for IT Services - Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc. - Adhere to and promote all applicable official SES policies, procedures, and standards. - Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security) - Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices. - Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date - Document in writing in ITSM tool all issues, troublesho...