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Service Desk Agents

ESSENTIAL DUTIES/RESPONSIBILITIES

  • Provide first and second level support to customers and the internal team
  • Participate in the 24/7 on-call service delivery roster
  • Resolve issues raised via the JIRA system and maintaining issue statuses and reporting to the appropriate project manager, team lead, operations manager or client
  • Produce, research and development of the application software on Windows and Linux/UNIX platforms.
  • Liaise with clients to improve their overall experience, including usability testing, implementation of human computing interface interaction guidelines and managing customer expectations.
  • Assess client feedback and provide internal feedback to account management and project management as appropriate
  • Raise red flags and follow escalation procedures
  • Work individually and in a team to follow out instructions on maintaining proper work time logs, provide high quality output, follow development and QA best practices and report KPI data in a timely fashion
  • Ensure that all Service Level Agreement parameters are met at all times
  • Produce incident reports and Root Cause Analysis feedback

SECONDARY DUTIES/RESPONSIBILITIES

  • Other duties as deemed necessary
  • Liaise with project management and account management where necessary and
  • Provide feedback and suggestions for improvement to the development team.

COMPETENCIES

  • Excellent communication skills
  • Ability to multitask
  • Good English writing skills
  • Able to work in a team and individually
  • Excellent spoken and written English
  • Excellent spoken and written English
  • Knowledge of other languages such as Spanish, Russian, Portuguese, Greek and French are considered an asset

REQUIREMENTS

  • 2 years’ experience in a similar role
  • Knowledge on PHP, JavaScript, C# and any other languages that may be necessary from time to time
  • Knowledge on MVC, . Net, PowerShell, Unix and Atlassian products will be considered a plus
  • Knowledge and experience using MySQL and IIS backend, or any other backend configuration as may be necessary from time to time
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