Second Line Support Agent

The purpose of the 2nd Line Support Agent is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by Service Desk and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations. This role applies knowledge of company IT systems and products to conduct in-depth troubleshooting, analysis and resolution or escalation of the user incidents within established company standards and timelines for ITIL frameworks and Service Level Agreements. Furthermore, this role maintains client servicing etiquette and efficiency in a fast-paced environment whilst being adept at handling high volume client incidents and ensures that the client, IT Service Management tools and knowledge database are updated.