Full-time, Remote. Up to +/- 2 hours from CET timezone
Reports directly to the Head of Operations
+ Job Description
Are you the go-to person for timely solutions? Do you thrive in a dynamic environment where every interaction is an opportunity to make a difference? We’re on the lookout for a Service Desk Agent to join our remote team at Livespins. As a vital part of our Operations, you’ll be the first point of contact for handling incidents and service requests, ensuring seamless resolution and maintaining top-notch customer satisfaction.
+ We believe that we need someone who;
- Possesses a secondary education or equivalent qualification
- Demonstrates fluency in both written and spoken English
- Brings at least 2 years of experience in a similar role
- Is proficient in Atlassian’s Jira and Confluence, as well as Slack
- Exhibits excellent time management, organizational, and communication skills
- Has a fundamental understanding of IT procedures, security principles, and basic data analytics
- Shows exceptional proficiency in Microsoft Office and Google Docs
+ What will you do;
- Provide first-line resolution for incidents and service requests, striving for quick and effective solutions
- Take ownership of all service requests, problems, and incidents, ensuring they are managed from creation to closure with regular updates provided to customers
- Ensure compliance with agreed SLA targets for timely completion of service requests/incidents
- Assist in handling major incidents, identifying trends, and escalating issues as needed
- Identify areas for improvement in service delivery and contribute to ongoing enhancements
- Maintain permissions and configurations within internal systems to ensure operational efficiency
- Support scheduling and roster development activities as required
- Handle service desk tickets related to promotional activities and other ongoing requirements
- Facilitate client onboarding by provisioning service desk accounts according to internal workflow
- Utilize internal and third-party services for data review to address client queries effectively
If you’re passionate about delivering exceptional service and thrive in a fast-paced environment, come join us in providing top-notch support to our customers at Livespins!
