Service Desk Agent

Within the Customer Support team, part of the Service Delivery department, Service Desk Agents are in charge of:

  • Handling and manage triage steps for all service queries received by UnaBiz,
  • Achieving optimal customer satisfaction of partners and clients,
  • Ensuring compliance with SLA commitments for reactivity on these queries.


  1. Operational procedures:
    • Be the single point of contact for service queries (via phone calls, emails or tickets) from operators, partners and customers,
    • Ensure quality and efficient execution for all procedures linked to triage, troubleshooting, escalation, resolution and administration of all types of service queries, within the SLA commitments,
    • Work in collaboration with all internal teams for timely resolution of the queries, 
    • Gather and report indicators (Quality management steering, KPIs,…) on such procedures,
    • Continuously improve operational procedures according to strategic priorities, quality and cost objectives.
  2. Knowledge management:
    • Actively contribute to the knowledge management database population, by creating, editing and updating knowledge or procedure articles,
    • Drive quality and completeness of the documentation within the database,
    • Contribute to on-boarding and training effort of service desk newcomers.
  3. Automation and overall efficiency:
    • Identify lowest-value activities that are candidates for automation and/or scope redefinition,
    • Follow-up automation and development effort to reach better efficiency.
  4. On-call rotations:
    • Be part of on-call rotations for 24/7 incident management reactivity,
    • Be in charge of incident management process during interventions.


– Skilled worker degree with 3 years of experience in IT and/or customer support,
– Good communication skills in writing and orally for over the phone support,
– Strong focus on service delivery, customer satisfaction,
– Good organisation and time management skills to reach identified and challenging goals,
– Curious and willing to improve to reach good autonomy level,
– Good analytic skills and reporting,
– Enthusiastic, dynamic character,
– Very good written and oral English and Chinese, other languages would be a plus,
– Good communication and interpersonal skills.

To apply or get more informations, click here.