Service Desk Operator I (Portuguese speaking)

Location: CapeTown, South Africa
Salary: Market related
Recruiter: Vistex Africa
Job Ref: SD0410
Date posted: Friday, October 4, 2019
Summary: Job Spec: Our Client in Cape Town requires a Service Desk Operator I (Portuguese speaking) for a contract role.

 

 

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.

 

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