Service Desk Agent (AF)

Role Title Service Desk Agent - 2

• PURPOSE-  Assist customers by being the SPOC (single point of contact) for all 
• technology-related issues and requests, escalating un-resolvable issues to 
• the next level. Ensure compliance with client’s technical and quality 
• standards and procedures always utilizing exceptional customer service to 
• attain the highest degree of customer satisfaction.

Education

• High School Diploma or equivalent
• Previous experience in a Service Desk or Customer Service environment a

Plus.

• Two Years Technical School or Technical Certifications a plus.

Training

• Intermediate Microsoft Office Skills
• Customer Service and Soft Skills

Experience

• Experience working in a customer-focused role / support environment 

Desired.

• Experience in troubleshooting mobile devices and network connectivity a 

Plus.

• Experience working with Active Directory and basic account

administration process and support a plus.

• Proficiency in English.

Desired Core Skills

Competencies

• Able to use computers and computer systems (including hardware and 

software) to troubleshoot, upgrade, set up functions, enter data, or 

Process Information.

• Able to multitask.
• Skilled in providing problem resolution.
• Good verbal and written communication skills.
• Strong customer service skills.
• Able to work independently and as a member of a team.
• Able to obtain information from all relevant sources and use information to

Identify Solutions.

• • Interpersonal skills crucial such as: excellent communication skills, 
• readiness to work flexible hours, customer orientation, teamwork, sense of 
• urgency, optimism, and enthusiasm.

Key Accountabilities

Process

• Follows established processes/systems and suggests improvements to 

these as appropriate to support service delivery.

• Knowledge and understanding of required Service Desk support tools.
• Takes ownership for documenting, and monitoring adherence to all

account related processes and procedures.

• Ensures new Incident or Request tickets are opened for all customer 

Contacts.

• Ensures customers do not have multiple ticket opened for the same issue 

Or Request.

• Identifies or communicates resolutions as possible knowledge base 

Candidates.

• Understands all scenarios detailed in current Business Continuity Plan 

documentation and can invoke when necessary.

• Understands and follows Security Policies. 

Service Level

• Is familiar with the key components of the service(s) being provided.
• Provides a single point of contact for all customers of the service.
• Ensures that a continuously high level of customer satisfaction is achieved.
• Responsible for troubleshooting/assisting all inbound calls, emails, or chats

(various channels) and ensuring all process and policies are adhered to.

• Ensures that contingency plans are understood and followed if the Service 

Desk support tools are unavailable.

• Responsible for monitoring all channels of support and ensuring proper 

prioritization and ticket processes are followed.

• Contacts Resolver groups to progress Incident or Service Request chases 

initiated by the customer.

• Reviews resolution details and take responsibility for closure of all 

Incidents:

- Contacts the customer for agreement to close, ensuring the

appropriate follow up policy is employed.

• Checks the Incident classification and reset as necessary
• Enters Incident closure details, and mark the Incident as closed,

ensuring appropriate closure codes are used.

• Raises Incidents to address unsuccessful Service Requests.
• Understands and operates escalation procedures - escalates and

progresses incidents as required whilst keeping the customer informed.

Customer Relations

• Owns and accepts personal responsibility for customer problems, 

champions customer issues to resolution.

• Provides customers with status reports on existing Incidents, ensuring the 

Incident record is updated accordingly.

• Builds and enhances strong customer relationships and acts as an 

escalation point for the customer.

• Takes responsibility for learning about all current customer needs.
• Develops an understanding of the customer’s environment and service

delivery requirements to enable the delivery of the service

Key Performance Indicators

• Handle various types of customer contacts through phone, chat, email and 

self-service with agreed SLA/XLA.

• Ensure all support efforts meet outlined quality guidelines and policies.
• Records Incidents and Requests within the ITMS tool and assigns to

appropriate Resolver groups as needed.

• Captures accurate customer contact information, accurate description of 

issues or request and all actions taken during the interaction and applies 

appropriate classification codes for all tickets.

• Participates in Knowledge Management processes as required.
• Participates in major incident management processes as required.
• Correct use of escalations to Service Desk Expert or Process Controller

per Service Desk procedures.

 This job description is intended to describe the general responsibilities and 

type of work being performed by people assigned to this position. The 

major job functions/components above are the typical functions of the job 

and are not an exhaustive or comprehensive list of all possible job 

responsibilities, tasks and duties. Personnel, vendors assigned in this 

position should be aware that the responsibilities, tasks, and duties of the 

jobholder may differ from those outlined in this job description and various 

other duties may be assigned as needed.