Service Desk Agent

SUMMARY:
Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). Ensuring adherence to all processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments.  Be responsible for acting as a bridge between the client and our operation delivery team.

POSITION INFO:
REQUIRED LEARNING

• Grade 12
• Computer Literate – Microsoft – Outlook/Word/Excel (Essential)
• A+ would be advantageous.
• N+ would be advantageous.
• MCSE
• 5 years’ Service Desk/Helpdesk experience would be advantageous.
• General knowledge of desktop hardware and software

• Manage the business relationship with the client to ensure mutual trust & open communication
• Takes service calls and performs incident specific activities
• Performs preventative maintenance activities on certain products as directed
• Perform hardware and software installations
• Takes routine service calls and performs basic maintenance and support.
• Responsible for troubleshooting, installing, maintaining and hardware break-fix
• Provides technical support to customer in solving technical problems that occur during the installation
• Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents
• Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware
• Maintain SLA requirements (both internal and external)
• Work independently without supervision

• Excellent written and verbal Skills
• Positive attitude and ethical
• Excellent organisation skills
• Excellent analytical and problem-solving skills
• An ability to work to tight deadlines and within constraints
• Understanding of the billing / payment cycle
• Ability to multi- task
• Good Listening skills
• Team player
• Ability to perform under pressure
• Able to work independently and be self-disciplined

• The processing of your personal information and sharing it with third parties for verifications. 
• The exercising of your rights provided for by POPIA. 
• To acknowledge that IT Naledi Solutions (Pty) Ltd will keep the record of your personal information confidential.