Job Description
. The successful candidate will need timeously and effectively respond to electronic IT user queries through the receipt and logging of incidents reported by users and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.
Qualifications
- Matric
- A+, N+, MCSE
Experience
- 1 - 2 years Service Desk Operator or IT environment Experience
- Internet, Email and Google Suite
- Working with Remedy, Dameware and Monitoring tools
Responsibilities
KPA 1 - Provide 1st Line Support:
- To accurately log all ticket information – ensure full understanding and interpretation of details provided by the end user
- To timeously respond to logged incidents
- To provide first-line support with a focus on incident resolution
- To ensure that first level problem resolution is in line with Service Level Agreement
- To handle a high volume of customer calls/incidents
- To provide a high level of quality service at all times
- To update the reference library for future reference
KPA 2 – Incident Escalations:
- Update the logging system with required and appropriate information whilst adhering to organisational standards and procedures
- To accurately diagnose the problem or request before escalating to the relevant specialist
- Escalate any unresolved problem/request to the relevant specialist
KPA 3 - Communication:
- To gather an understanding of the technical problem/request
- Ensure full understanding and interpretation of details provided by end user
- To continuously communicate to end user about steps being taken/progress
- To ensure inquiries are handled in a professional and expeditious manner
- Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts
Mon – Fri 07:00 – 16:00 (Early Shift)
Mon – Fri 08:00 – 17:00 (Normal Shift)
Mon – Fri 09:00 – 18:00 (Late Shift)
Knowledge and Skills
- Must be able to speak, read in write in Portuguese fluently
- Strong verbal and written communications skills
- Attention to Detail
- Interpersonal skills
- Able to operate as a good team player
- Analytical and logical “mindset” when dealing with issues
- Excellent Telephone skills
If you have not heard from us after 2 weeks, please consider your application unsuccessful.
This job is now closed. You can apply for other jobs by uploading your CV.