Service Desk Agent
Position Overview:
VML is seeking a detail-oriented and technically proficient Service Desk Agent with experience in a leading edge Content Management System like Sitecore or similar platforms. This role involves managing and reviewing support tickets related to these kinds of platforms, ensuring requests are properly documented, routed, and tracked for resolution by the designated team members.
Key Responsibilities:
Ticket Management:
○ Serve as the first point of contact for all tickets raised by content authors through the ticketing system.
○ Monitor the service desk queue for tickets related to the platform and ensure timely responses and resolution of tickets.
○ Review ticket details for completeness and ensure they include all necessary information for resolution.
Classify, log and prioritise tickets based on urgency, impact, and nature of the issue.
Coordination with Functional Teams:
○ Assign tickets to the appropriate functional teams based on the issue type.
○ Provide clear and detailed ticket descriptions to facilitate efficient resolution.
○ Collaborate and follow up with the team mates to ensure progress and timely updates.
User Support and Communication:
○ Serve as the first point of contact for users facing issues with the platform.
○ Communicate ticket updates and resolution timelines to users.
○ Maintain clear and professional communication with content authors throughout the ticket lifecycle.
○ Guide users on basic platform navigation or features, referring complex queries to the team members.
○ Generate regular reports on ticket trends, recurring issues, and SLA performance.
Documentation and Knowledge Sharing:
○ Maintain accurate ticket documentation, including issue details, actions taken, and resolution steps.
○ Identify recurring issues and suggest updates to the knowledge base or process improvements.
Platform Insights:
○ Understand and stay updated on platform’s functionalities and features to support ticket triage effectively.
○ Collaborate with team mates to refine workflows and address user pain points.
Key Skills and Competencies:
Technical Proficiency:
○ Understanding of Sitecore or similar platforms is a plus.
○ Basic understanding of web technologies (e.g., HTML, CMS platforms) and troubleshooting principles.
○ Familiarity with content management, personalisation, analytics, and workflow tools within the platform (Sitecore is an added advantage)
○ Knowledge of IT service desk platforms like Jira.
Communication Skills:
○ Clear and concise written and verbal communication to liaise between users and technical teams.
○ Tactful in responding to tickets.
○ Ability to translate technical details into user-friendly terms.
Organisational Skills:
○ Exceptional attention to detail for ticket review and documentation.
○ Patience and professionalism in handling customer queries.
○ Capability to manage multiple tickets and prioritise based on SLA requirements.
Qualifications:
● Experience working with Sitecore or similar ERP Platforms is a plus.
● Familiarity with ITIL frameworks or ticketing systems is a plus.
● Prior experience in project management, a service desk or similar support role is a plus.
