Service Desk Agent (12/hr Shift)

• Log/Validate all contacts Call Handling Database • Answer contacts promptly and professionally • Resolve a high percentage of customer problems using the relevant tools and systems • Manage end to end all calls logged, providing regular updates to customers on call status • Complete follow-on actions as appropriate • Invoke Escalation Procedures within defined time frames • Adhere to account Policies & Procedures • Work to achieve individual and team goals • Accomplish other duties as required • Diploma / Bachelor's degree in a relevant field or equivalent combination of education and experience • Ability to communicate at all levels, both technically and non-technically • Basic L1 desktop/network support activities • Professional & confident • Good time management skills • Ability to perform well as part of a team under direct supervision • Willing to work 12 hr rotation shift