Bridge Desk Agent (Telecoms)

Duties and Responsibilities

· 1st Line Support (Specific Desktop Support activities)

· Monitoring of Alerts on Identified Systems

· Log the Incident and assign to Incident Manager

· Identify P1, P2, P3 and P4 Calls

· Understand the Escalation Matrix for various Business Units

· Understand the Work Instructions for various Business Units as they will vary for ticket assignment

· Ensure that the End User always have a Ticket Reference Number for Queries

· Identify Reference numbers on Toolset and Advise the User

Requirements

· Ideally 1 year of IT Work Experience in a Service Desk Environment or Desktop Support Engineer

· Microsoft Literate 

· A+, N+ Qualification

· Desktop Support experience for 1st Line Support

· Sound knowledge of Service Excellence, Customer Satisfaction and End User Experience.

Personal Attributes

· Business w...