Role descriptions / Expectations from the Role
The primary Service Desk Agent role is that of providing first level support through taking calls, chats, web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfillment process in line with the Service desk objectives.
Provide technical assistance and support for clients and partners via call, chat and web
Co-ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner
Demonstrate technical understanding of the products and services in our support catalog
Develop and maintain positive relationships with clients always focusing on their satisfaction
Take ownership and accountability of an incident from start through to a successful resolution, following up where needed and communicating to the client
Escalate issues and involve a ESS or Team Leaders whenever required in order to solve problems as quick as possible
Maintains and consistently demonstrates the core values of client centricity along with the knowledge of the Banks processes and practices to ensure driving the best User Experience.
Resolve issues to the best of your ability in a timely manner and know when to escalate especially during high call volume periods.
Ready to work in Shifts.