Service desk agent

Location: Capetown, South Africa
Recruiter: Data Centrix
Job Ref: JHB004504/Tasne
Summary: Purpose of Role: Act as the single point of contact for the customer for all supported applications, infrastructure and specific 3rd party-related problems. Take ownership of all owned incidents from logging to resolution. Assist with internal desktop support queries.



Job Description

Primary Role Accountabilities:
- Logging of Incidents and Service Requests, ensuring an end to end management and ownership of tickets.
- Identify and escalate requests requiring urgent attention in order to resolve as quickly as possible.
- Record details of all incidents, timeously and accurately paying attention to detail.
- Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
- Coordination of incidents and requests in order to meet Service Level Agreements.
- Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.
- Adherence to call lifecycle processes and procedures.
- Maintain adequate knowledge of supported systems to provide high-level support.
-Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes, and procedures
- Display professional, helpful, responsive behavior and willingness to assist the customers at all times.
- Assist with internal desktop support queries such as printer setups, software installs, and troubleshooting.
- Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.
- It will be part of an after-hours standby rotation cycle.
Critical Requirements - Skills,  Experience & Qualifications:
Matric essential
- Basic Linux command line skills
- N+ and a basic understanding of VLAN’s
- Network troubleshooting  (WAN connectivity)
- ADSL troubleshooting
- Wireless troubleshooting
- Email troubleshooting (Client and server side)
- Understanding of DNS including on types of records and troubleshooting.
- Basic understanding of VoIP
- Mikrotik and Cisco router experience will be advantageous!
- Ideal candidate will have experience working in an ISP environment.
- Ability to organize and prioritize work in an effective manner.
- Ability to work under pressure in order to meet strict deadlines.
- Performance-driven and attention to detail. Must be a people’s person and team player.
- Must be reliable and accept responsibility for the tasks assigned to them.
- Excellent communication and interpersonal skills.
- Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.


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