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