Job Title: Multilingual IT Service Desk Senior Agent
Reports To: IT Service Desk Team Leader & Service Delivery Manager
Summary of Role
This role is responsible for providing and supporting the day-to-day provision of the Services and promoting the technical knowledge and understanding of the Service Desk team, in a manner which is conducive to effective working relationships and in line with TCIS's values and objectives. This includes ensuring that a continually high level of service is provided to the customers as set out in Merlin's agreements with customers. In order to provide this high level of service the Multilingual IT Service Desk Senior Agent will be required to effectively manage their available resources, including team members, equipment, information and technologies, and to ensure that all necessary information is available to and understood by their Service Desk team.
Key Tasks and Responsibilities includes but not limited to the following:
- In the absence of IT Service Team Leader, senior agent plays the role of Team Leader.
- Maintain a quality business relationship with all customers
- Monitor and manage agent resources.
- Maintain the day-to-day operation of the team
- Provide high-level professional IT services in an efficient manner
- Make effective use of procedural, informational, and technical documentation
- Actively promote the team's understanding of relevant technical and procedural information through effective knowledge management
- Helping SDM to Support and Develop the Team
- Performs immediate coaching to the agents
- Lead or conduct meetings or group huddles
- Personal Development Responsibilities
- Service Level monitoring actively and continuously develop professional and personal skills, business awareness and orientation to the bigger business picture.
- Seek opportunities to strengthen own knowledge, skills and experience
- Adapt positively and quickly to changes in the working environment
- Seek new approaches, ensuring you do not persist with ineffective behaviours
Duties and Responsibilities
- Service Level monitoring
- Service issue prevention
- Live service escalation
- Report analysis
- Act as 1st point of escalation for agent queries, customer complaints, issue investigation, etc.
- Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements
- Attend Service Review meetings with Merlin’s customers in the absence of Team Leader
- Develop and maintain effective working relationships with colleagues
- Develop and maintain effective teamwork
- Actively and continuously develop the working knowledge and understanding of the Service Desk team
- Listen and act upon team and customer feedback
- Identify training needs and conduct formal training sessions to ensure that all team members have a thorough understanding of the departmental processes
- Timely and effective communication of service or personnel-related issues to management and / or customers
- Timely and effective communication of new processes and procedures or changes to processes and procedures to team members
- Liaise with other team leaders to ensure consistency, efficiency, and the effective use of resources across the Managed Services Department