IT Service Desk Agent

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Overview:

The Service Desk Agent serves as the first level of IT support for all Probe users by receiving incidents and service requests through a variety of channels (such as phone, chat, email and ticketing system) and taking the
appropriate steps to resolve the users’ concerns.

Duties and Responsibilities:

• Receive and respond to Probe users’ calls, chats, emails and tickets in a timely and courteous manner
• Identify the users’ problem/need and find the appropriate solution in the available resources
• Provide users with answers or guidance on troubleshooting steps
• Log interactions and record incidents and service requests in the ticketing system
• Follow the standard service desk procedures in classifying, prioritising and escalating incidents to the relevant IT groups
• Direct service requests to the relevant IT groups
• Follow up with users as needed to ensure the complete resolution of incidents or service requests
• Track the progress of incidents and service requests and provide updates to the users and relevant IT groups
• Communicate to the Service Desk Leadership Team any recurring user issues
• Stay current with information on applications and processes as well as system changes and updates
• Comply with Probe’s information security policies and procedures
• Complete all required training courses successfully and participate in team meetings
• Consistently meet the performance targets for the role
• Ensure a safe, healthy, sustainable and inclusive work environment for employees, contractors and suppliers
• Perform other duties as assigned by the manager or team leader
• Qualifications and Key Competencies
• Education and Experience
• Successful candidates for this role must possess any one of the following:
• Two-year diploma course/associate degree in Information Technology / Computer Systems and Network
• Technology / Computer Studies / Computer Technician and System Management or similar
• Bachelor’s degree in Information Technology / Computer Studies / Engineering or similar
• Minimum of 1 year experience in a contact centre role providing IT helpdesk/technical support
• Internal candidates must also meet the following requirements:
• No corrective action/disciplinary measure in the last 90 days
• Passing scorecard in the current role for the last 3 months

JOB DESCRIPTION:

• Critical Thinking and Problem-Solving
• Asks directed questions to identify and review a problem
• Applies critical thinking to investigate the cause of a problem
• Uses various relevant information sources to find a solution
• English Verbal and Written Communication
• Speaks in a clear voice in the appropriate volume and tone
• Composes messages in proper English grammar and syntax
• Uses language in an understandable and logical manner
• Provides explanations and instructions that are sufficient and easy to follow
• Listening and Comprehension
• Listens intently and does not interrupt unnecessarily
• Addresses unclear information by asking questions
• Summarises information and confirms for accuracy
• Interprets information and follows instructions correctly
• Customer Service and Conflict Management
• Understands the customer’s needs and provides solutions while setting clear expectations
• Demonstrates patience and empathy when interacting with customers
• Resolves tensions and conflicts by understanding the customer’s motivations and presenting several solutions to address the problem Attributes
• Collaboration and Teamwork
• Shares knowledge with others and openly receives feedback from others
• Understands the importance of a shared result and how to contribute to it
• Maintains positive working relationships with team members, managers, and other teams
• Quality Focus and Attention to Detail
• Works meticulously and adheres to standards
• Checks their own work for any errors or mistakes and corrects them immediately
• Remains focused when dealing with detailed information
• Results Orientation and Self-Motivation
• Commits to a performance goal and works towards achieving it
• Performs work readily and enthusiastically
• Monitors own performance against the set goals or targets
• Integrity and General Conduct
• Acts professionally and in accordance with Probe’s Code of Conduct
• Treats everyone equally, respectfully and without discrimination
• Takes responsibility for errors or mistakes
• Adaptability and Flexibility
• Easily adapts to changes in the work environment
• Is able to change their approach, view or behaviour whilst keeping focus on their goals
• Continues to perform effectively even when there are changes in the work environment
  ​

Other Requirements:

• The Service Desk Agent is a full-time role (40 work-hours per week)
• Service Desk Agents may be assigned to rotational shifts to support the 24/7 operation of the business
• Additional hours may be required for this role, subject to the operational needs of the business