Service Desk Agent X3

SUMMARY:

iOCO Infrastructure Services invites you to explore possibilities.

We are looking for an ambitious and service-driven Service Desk Agent with an A+, N+,   ITIL v3 or ITIL 4 qualification to join our dynamic IT support team. In this role, you will efficiently log, allocate, and ...

POSITION INFO:

iOCO Infrastructure Services invites you to explore possibilities.

We are looking for an ambitious and service-driven Service Desk Agent with an A+, N+,   ITIL v3 or ITIL 4 qualification to join our dynamic IT support team. In this role, you will efficiently log, allocate, and manage incoming calls, ensuring incidents are resolved and closed within agreed timelines while maintaining accurate records in the ITSM tool. You will work closely with Engineers and other stakeholders, follow established operational processes, adhere to escalation procedures, and ensure all interactions are conducted with the highest level of professionalism.

What you'll do:

• 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.
• Working well under pressure

Your expertise:

• 1-2 Years’ experience in an IT service desk environment
• 1-2 Years’ Customer service experience 
• 1-2 Years’ experience in First call resolution 

Qualifications:

• A+, N+ or Higher
• ITIL v3 or ITIL 4

Other information applicable to the opportunity:

• Contract position
• Location: Midrand
• Work environment: Office is Open Plan
• Physical demands: Sitting
• Travel: To the office

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.