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IT Service Desk Agent

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IT Service Desk Agent


  • Deliver best practice incident management
  • First point of contact for customer liaison and keeping customers informed of progress of incidents
  • Recording, investigating, diagnosing and resolving incidents
  • Communicating both proactively and reactively with all users and technical resolving teams
  • Maintaining awareness of service levels for all assigned incidents
  • Ensuring correct reassignment of unresolved or misrouted incidents
  • Identifying and assisting in the elimination of problems
  • Provide proactive support in order to consistently improve the ‘end user experience’
  • Effective communication, organisation and documentation skills
  • Constant self-improvement in knowledge and knowhow aimed directly at improving the Service Desk team reputation and overall IT impression


  • Excellent English oral and written communication skills, German is a plus
  • Educated to degree standards in IT, relevant IT accreditations (ITIL, ITSM)
  • Microsoft certifications are a plus

The ideal candidate is:

  • Proven service and support expertise
  • Customer facing, interaction skills, professional telephone manner and desk-side support
  • Customer service skills including effective listening, patience, empathy and diplomacy
  • Communication, inter-personal, team working and task management skills
  • Commitment to service improvement with a customer focused attitude and a ‘sense of humour’ is a must
  • A high level of quality focus, with an eye for detail and accuracy
  • Confidence to deal professionally with staff at all levels in
  • the organization
  • The ability to multitask
  • Identifying new ideas for improvement
  • Quick learning skills with information retention and a good technical aptitude/ability
  • Ability to act on own initiative
  • Honest, trustworthy, a valued team member, and actively involved in achieving team objectives
  • Have some basic business analysis experience and can communicate a solution proposal to sufficiently to business stakeholders
  • Self-motivated with a sense of urgency

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