Helpdesk agent

Job Description
Front Office

Role
Front Office agent (including Feedback Unit)

Objective
The Front Office agent is the primary call agent for questions and problems with regards to the delivered IT services to the customer. The agent takes care of these questions and problems.

Organizational   
The Front Office agent reports to the Service Desk Assistant Team lead and is part of the function Front Office.

Main Tasks
  • Main contact point for customer for questions and problems for IT services
  • Is responsible for taking, administrating and analysing incident record in Peregrine Service Centre
  • Resolves 60% of the incident record (First Time Fix/FTF)
  • Dispatch the incident record that could not be solved by the Service Desk
  • Assign incidents to resolver groups
  • Informs Mid Office with regards to high impact incident record (severity 1 and 2)
  • Informs Mid Office with regards of VIP (Very Important Person) incidents
  • Plays an active role in improving IBM services
  • Informs the customer with regards to service deviations and adjustments
  • Timely informs the customer on the progress of incident resolving
  • Plays an active role in, and is co-responsible for, the performance of the team
  • Focal point for providing feedback and closing on resolved and lead calls

Feedback Unit (Terugkoppel Unit)
  • Registration and analysis of incidents brought forward via Virtual Helpdesk and email
  • Registration and processing of batch “abandon” in Peregrine Service Centre
  • Handle status requests
  • Logging incidents reported by VHD (Virtual help Desk) and email
  • Provide feedback on lead calls, and close them
  • Plays an active role in, and is co-responsible for, the performance of the team
  • Timely inform the customer on incident resolving progress
  • Closing incidents with customers approval
Maintains contact with
  • End users (Delta Lloyd and “Assurantie Tussenpersonen en Werkgevers”, third party)
  • Assistant Team Lead Service Desk

Required Experience
  • Minimally MBO education with mathematics, or similar education / experience.
  • Good passive and sufficient active skills in the Dutch language. Very good verbal communicative skills. Very service oriented. Good didactical skills.
  • Can work under high pressure. Able to quickly estimate the consequences of service interruptions.
  • Knowledge of the parties responsible for problem solving.
  • Knowledge of XP desktops, knowledge of technology and processes within large IT infrastructures. Knowledge of frequently used Windows applications like Office and Notes.
  • Experience in similar roles.

Standplaats: Zuid Afrika

Referentienummer: 1162

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