Service Desk Agent

SUMMARY:
The Role:

Essential functions:

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
• Ensure that all calls are logged within ITSM tool as per the required...
  
  

  POSITION INFO:
  The Role:

  Essential functions:

  • Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
  • Ensure that all calls are logged within ITSM tool as per the required operational processes.
  • Assist team with work overload as and when required and ensure general administration work is up to date.
  • Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
  • Follow appropriate escalation procedures as and when required.
  • Ensure adherence to respective client specific Operational Manuals.
  • Responsibility for own career development as agreed (including own technical and functional skills).  
  Skills and Experience:

  Essential Qualification:

  • Grade 12
  • A+, N+
  • Telephone Etiquette Skills
  • ITIL Foundation 

  Preferred Qualification:

  • Strong comprehension of the English Language
  • Knowledge of relevant client specific procedures and operations
  • CA and Manage Engine knowledge
  • Hardware / Software Knowledge
  • Telephone and Communication Techniques

  Experience Required:

  • 2 - 3 Yearsâ?? experience in an IT service desk environment
  • 2 - 3  Customer service experience 
  • 1 â?? 2 Yearsâ?? experience in First call resolution 
  Key Accountabilities:
  • Must possess ability to work in a highly pressurised environment.
  • High levels of accountability and responsibility.
  • Must be service-orientated and maintain focus on delivery and best business practices at all times. 
  Other:

  Work Environment:

  • Open plan office.

  Physical demands:

  • Remote Support.

   

  
  
  

   

  NB! This job is now closed. You can apply for other jobs by uploading your CV.

  
  

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