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Service Desk Agent

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

 

Mission

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.

 

Deliverables

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 voor dit profiel


Level
User Support
2
Service Delivery 1
Problem Management 2
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EXIN Holding

Arthur van Schendelstraat 650

3511 MJ  UTRECHT

The Netherlands

 

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