Service Desk Agent Intern

SUMMARY:
The Role:

Essential functions:

• Facilitate logging of calls via all channels (telephonic; walk-in; email)
• Accurately log calls on ticket management system
• Ensure tickets are regularly updated with relevant information to facilitate customer communica...
  
  

  POSITION INFO:
  The Role:

  Essential functions:

  • Facilitate logging of calls via all channels (telephonic; walk-in; email)
  • Accurately log calls on ticket management system
  • Ensure tickets are regularly updated with relevant information to facilitate customer communication and timeous resolution
  • Facilitate First Call Resolution of technical incidents and requests via phone or email
  • Route tickets to second line and external Vendors to achieve call resolution
  • Management of tickets to ensure compliance to resolution SLA
  • Handling of complaints and escalations 
  Skills and Experience:

  Essential Qualifications:

  • Grade 12
  • A+, N+

  Preferred Qualification:

  • Technical IT Qualification

  Experience required:

  • IT service desk and FCR experience
  Other:

  Work environment:

  • Working within a team onsite at the client

  
  
  

   

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