Service desk agent

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Welcome » Learning in the age of digital interdepence » Techno Order (scope) » Professional profile » Service desk agent

Summary

A service desk agent provides first line telephone or e-mail support to internal or external clients with technical issues.

Mission

To provide user support and troubleshoot ICT problems and issues. The primary objective is to enable users to maximize their productivity through efficient use of ICT equipment or software applications.

Deliverables

Accountable (A): -
Responsible (R): First level support
Contributor (C): Solved incident

Main tasks

Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Support problem identification
Advise users on appropriate course of action
Monitor issues from start to resolution
Escalate unresolved problems to higher levels of suppor

e-CF Competences assigned

KPI Area

Responsiveness and accuracy of solution provision for specific problem

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