Senwes is looking for a Service Desk Agent (Level 1) who will be responsible for assisting with the management of technology customer expectations and the fulfilment and/or remediation of service support requests according to defined service levels.

Provide peer technology service desk support

• Support technology service support peers to drive the fulfilment of committed technology customer service request outcomes within defined service levels.
• Assist in prioritizing and managing service requests and incidents to meet service level agreements (SLAs).
• Participate in team meetings and training sessions to enhance technical skills and knowledge sharing

 Ensure governance and compliance of service

• Contribute to the definition and execution of standards and procedures aligned with management and enterprise operating standards.
• Ensure service desk operations comply with organizational policies and regulatory requirements.
• Support procedures to ensure data security, confidentiality, and integrity.

 Customer Engagement

• Build and maintain relationships with technology customers through effective communication.
• Keep customers informed on the progress of their service requests to manage expectations and ensure transparency.
• Gather customer feedback and address concerns promptly.
• Assure of commitment to delivering outcomes by consistently meeting or exceeding customer expectations.

 Service requirement definition

• Elaborate and document service and/or incident requests in consultation with the user, ensuring appropriate detail to enable fulfilment and/or remediation.

 Perform impact, risk, and priority assessment

• Assess the business impact and risk based on the customer's definition of the service request.
• Identify, confirm, and record the impact and risk associated with service and or incident requests.
• Follow the Service Request Prioritisation Management Standard and Procedure to prioritize requests effectively.

 Manage progress

• Follow up and coordinate internal and external service delivery partner outcomes to ensure successful fulfilment of service request outcomes according to agreed service levels.