Service Desk Agent

• Determines source of concern by interviewing user on the telephone, responding to emails and voicemails, interacting face-to-face on a regular basis.
• Provides a variety of day-to-day support to the IT team; resolves customers' issues and concerns; escalates to the appropriate person for resolution; monitors issues until resolved.
• Enters and updates help desk tickers in the service management tool to track and route progress and resolution of users' issues.
Identifies and escalates situations requiring urgent attention.
• Informs management regarding recurring problem.
• Maintains up-to-date knowledge of business standards/operational processes through a variety of interactions and training methods in the classroom, hands on and site visits.
• Adheres to Sidra's standards as they appear in the code of conduct and conflict of interest