Service Desk Agent

Job Title: Service Desk Agent

Division Information Technology

Location: BDB Head Quarter

JOB PURPOSE

The role holder is responsible of recording, monitoring and resolving technology issues that are reported through the Service Desk system. The position requires a hands-on technical skills who is responsible for delivering a world class support experience for the employees and external partners. The role holder will need to have knowledge of the banking system to be able to do the first line support and liase with different parties within IT for escalations. In addition, he/she need to monitor the SLA and ensure fast resolution is provided to end users and prepare the weekly/monthly reports.

Core Responsibilities

• Answers incoming customer telephone calls in a courteous and professional manner.

• Assists end users with questions on product installation, usage, and implementation.

• Responds to and investigates customer/end user inquiries, concerns, and issues via phone, mail, and e-mail in a timely and courteous manner.

• Answer customer inquiries and provides appropriate technical and/or system-related information.

• Effectively communicates customer issues and concerns to concerned internal IT members.

• Organizes and maintains file system, files correspondence and other records.

• Maintains working knowledge of products and/or services.

• Prepares reports and correspondence as needed.

• Set-up and maintain computer equipment.

• Maintain computer equipment tracking.

• Performs other duties as assigned by supervisor.

• Monitor issues from start to resolution.