Job Overview
As an IT Service Desk Agent, you will serve as the first point of contact for resolving IT system related issues. Your goal will be to achieve first-call resolution, escalating issues to second-line
support when necessary. You will also provide follow-up feedback to ensure complete
resolution, contributing to seamless IT operations. This role requires readiness for 24/7 support
to ensure continuous IT service availability.
Skills and Qualifications
1. Above-average verbal and written communication skills to eUectively interact with internal
and external clients.
2. Strong commitment to customer satisfaction, with the ability to professionally handle
diUicult situations.
3. Basic understanding of telecommunication products and services, including mobile
networks, load and promo, and OTT/A2P services.
4. High accuracy in documenting issues, resolutions, and following processes to ensure
accuracy.
5. Ability to manage multiple tasks eUiciently and prioritize eUectively in a fast-paced
environment.
6. Capability to work eUectively within a team and coordinate with other departments to
resolve issues.
7. Ability to analyze issues, identify patterns, and provide eUective solutions.
8. Competence in maintaining accurate records of all customer interactions, issues, and
resolutions.
9. Strict adherence to established procedures and guidelines to ensure consistent service
delivery.
10. Quick adaptability to new processes, technologies, and environments.
Key Responsibilities
1. IT System Problem Handling and Resolution: Respond to or resolve IT system problems.
Aim for first-call resolution and escalate to second-line support for unresolved issues at the
service desk level. Provide follow-up feedback to ensure complete resolution.
2. IT Equipment Problem Solving: Coordinate the service desk's unified scheduling and
transfer the issue to the appropriate maintenance personnel based on the problem type.
3. IT-Related Complaint Handling: Manage IT-related customer complaints received from the
Customer Service Center. Collect, summarize, and report them promptly to ensure smooth
communication, timely processing, accurate statistics, and genuine feedback, ensuring
thorough resolution.
4. IT Fault/Alarm Management: Oversee IT fault/alarm scheduling and distribution of fault
tickets. Notify and dispatch second-line support. Conduct reasonable interception,
centralized scheduling, and unified communication, especially for cross professional/departmental/regional issues for widespread issues. Escalate fault handling
processes and communicate fault resolution progress to relevant departments promptly.
5. Ticket and Task Management: Ensure timely follow-up on tickets and tasks related to
operation metrics assessment.
6. Evaluation Responsibilities: Evaluate the performance of operations and maintenance
personnel.
7. Morning and Evening Inspections: Conduct daily inspections as per schedule, providing
detailed reports after each inspection.
8. Knowledge Summary and Documentation: Summarize daily service request knowledge,
document valuable information, and submit it to the knowledge base administrator.
9. 24/7 Support Compliance: Maintain readiness for 24/7 support. Leaving the workstation
without proper notification and endorsement is prohibited.
