We are seeking a highly motivated and skilled Manage Services Client Service Desk Agent to join our Data Center. The ideal candidate will provide technical support and assistance to end-users, ensuring the smooth operation of Data Center. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work in a fast-paced environment.
Key Roles & Responsibilities
- Receive, log, validate, and diagnose client requests across all supported products and services, following SLAs and using standard tools and processes.
- Ensure diligent follow‑ups, proper process adherence, and timely ticket closure.
- Provide first‑call resolution where possible, using SOPs/work instructions, and
- Give timely updates to clients on pending requests or tickets.
- Collaborate closely with resolver groups to ensure clients receive accurate and timely information.
- Produce ticket breach and aging reports.
- Identify process or service gaps and recommend improvements.
- Escalate issues appropriately using sound judgment.
- Maintain professional service quality and client satisfaction.
- Internal and External notification (incident, planned maintenance, etc.)
- Perform service operation activities including Cross Connection, remote hands smart hands, etc.
- Ability to work in 24X7 shift structure, based on a defined roster
- Provide timely updates to clients, when requested, on any pending requests or tickets
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
- Produce breach and aging reports for tickets opened by the service desk
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Use sound judgment to escalate an issue to a higher level
- Ensure that a professional level of service quality is maintained and that clients are satisfied
Knowledge, Skills and Attributes:
- Ambitious self-starter passionate about IT with the ability to work under guidance
- Ability to use sound judgment to escalate an issue to a higher level
- Methodical in approach to ticket resolution
- Demonstrates ability to interact with a variety of stakeholders
- Demonstrates required integrity to ensure excellent client service and retention
- Demonstrates the attributes of professionals
- Team player with excellent attention to detail and client focused
- Solid experience in a similar IT environment role.
- Call center or service desk experience is an advantage.
- Excellent analytical and troubleshooting skills.
- Document resolution details in the ticketing system.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to provide high-quality customer service and support.
- Stay updated with the latest technologies and best practices in data center operations.
Qualifications
- Associate or bachelor's degree in information technology, Computer Science, or a related field.
- Minimum of 3 years of experience in an IT support or service desk role.
- ITIL v4 Foundation knowledge is preferred.
