Service Desk Agent

SUMMARY:
The Role:

Essential functions:

• Achieve target specified - Telephone calls 90% answered within 30 seconds - logged (monthly target varies according to telephone calls received for the month)
• Achieve target specified - 95% e-mails logged (monthly target varies...
  
  

  POSITION INFO:
  The Role:

  Essential functions:

  • Achieve target specified - Telephone calls 90% answered within 30 seconds - logged (monthly target varies according to telephone calls received for the month)
  • Achieve target specified - 95% e-mails logged (monthly target varies according to e-mails received for the month)
  • Effective timekeeping - Not late more than 3 occasions monthly
  • Ensure team leader is informed an hour before start of shift of absence or late coming
  • Ensure unplanned leave is captured within 2 days of returning to work.
  • To ensure that training is completed during required deadlines (Time line to be set at registration and agreement made with Team Leader).
  • Ensure QA average of 98% is achieved on all e-mail call assessments based on E-mail QA scorecard
  • Ensure QA average of 90% is achieved on all Telephone call assessments - based on Telephone QA Scorecard
  • Adherence to 26 hours and 40 minutes time spent on Auxiliary code (Tea/Comfort, Lunch)
  Skills and Experience:

  Qualification Essential Competency:

  • Grade 12
  • A+
  • N+
  • Soft Skills
  • ITIL Awareness
  • 2 Year Service desk experience

  Experience required:

  • 1 - 2 Yearsâ?? experience in a service desk environment
  • Technical IT Qualification
  Other:

  Work environment:

  • Service Desk Open plan Environment

  Physical demands:

  • Candidate will be required to use headsets to communicate with users telephonically and also be able to type on computer keyboard
  
  
  

   

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