Service Desk Agent

Provides first line telephone or e-mail support to internal or external clients with technical issues.



To provide user support and troubleshoot ICT problems and issues. The primary objective is to enable users to maximize their productivity through efficient use of ICT equipment or software applications.



Accountable for


Responsible for First Level Support
Contributor for
Solved Incident


Main task(s)

  • identify and diagnose issues and problems
  • Categorize and record reported queries and provide solutions
  • Support problem identification
  • Advise users on appropriate course of action
  • Monitor issues from start to resolution
  • Escalate unresolved problems to higher levels of support

KPI area

Responsiveness and accuracy of solution provision for specific problem

e-Competences for this profile

User Support
Service Delivery 1
Problem Management 2
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EXIN International

Radboudkwartier 223
Radboudhof, floor 5 (Hoog Catharijne)
3511 CJ Utrecht
The Netherlands


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