Service Desk Agent (Talent Pool)

About the role

The Service Desk Agent (SDA) serves as the first point of contact for information technology (IT) support needs, delivering responsive, consistent, reliable, and customer focused assistance to ensure the smooth operation of day-to-day activities. As the role evolves toward an enhanced customer experience, and as the face and voice for users seeking aid, the role holder represents the service experience and is essential in building trust.

What you'll do

• Demonstrates a customer-centric approach by delivering compassionate and tailored support that builds trust and lasting relationships
• Listens actively, communicates with clarity, and takes full ownership of the customer’s needs by not just resolving issues, but ensuring they feel heard and valued
• Embraces change and drives progress by actively seeking and applying smarter, faster, and more efficient ways to deliver support
• Leverages emerging technologies such as automation, AI, and digital tools to streamline workflows and enhance the customer experience
• Thinks creatively to solve problems, challenges the status quo, and contributes with fresh ideas that will help shaping the future of the service desk

What you need

• Hardware
• Troubleshooting
• ITIL