Service Desk Agent

 

Recruiter:

IOCO

Job Ref:

iOCO01072

Date posted:

Thursday, October 7, 2021

Location:

Cape Town, South Africa

Salary:

Negotiable


SUMMARY:
The Role:

Essential function:

  • Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems
  • Provides basic telephonic training o...

    POSITION INFO:
    The Role:

    Essential function:

    • Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems
    • Provides basic telephonic training on these systems when required.
    • Escalates more complex problems but must manage the incident to completion.
    • Identifies interim and long-term solutions and provides regular updates to the Senior Problem Analyst.
    • Participates in internal forums and work groups to contribute to the methodology and standards.
    • Deliver a first line support service via the Service Desk by logging Incidents and Service Requests received telephonically and via e-mail.
    • Offering technical advice to end users. This will include working as part of a team, to share knowledge and work together to increase performance standards.
    • Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within the agreed SLA, according to the agreed processes and in a professional and customer sensitive manner.
    • Deliver an after hour standby first line support service to end users. This is a Service that is delivered by the Service Desk team on a rotational basis.
    • Providing daily feedback to end users on outstanding active calls.
    • Manage a variety of tasks and activities which may require adjustments to priorities to satisfy business needs.
    • Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
    • Any task given to ensure great service delivery
    Skills and Experience:

    Essential Qualification:

    • Degree or Diploma and required Certification with 2 years related experience.
    • ITIL Foundation certified
    Key Accountabilities:

    Technical function:

    • Client Delivery
    • Reporting and Administration
    • Technologies
    • Business Requirements
    • Definition Problem
    • Tracking Tool
    Personality and Attributes:

    Soft skills:

    • Interpersonal savvy - Contributing dependently
    • Decision quality - Contributing dependently
    • Action orientated - Contributing dependently
    • Optimises work processes - Contributing dependently
    • Being resilient - Contributing dependently
    • Collaborates - Contributing dependently
    • Cultivates innovation - Contributing dependently
    • Customer focus - Contributing dependently
    • Drives results - Contributing dependently


     

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



     

 

 

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