First Line Support Service Desk Agent

Job Status: Active ✓

📞- Phone : +27 21 529 0700

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Job TypeFull Time

Provide remote end-user support acting as a single point of contact for all supported applications,

infrastructure and specific 3rd party related problems.

Primary Role Accountabilities :

Develops and maintains a professional working relationship with the clients and client end-

users in support of the Service Desk Manager. 

Able to correctly analyse and prioritise calls and requests according to business impact and

urgencies as well as financial impact. 

Logging of incidents and service requests. 

Confirms Call resolution with end user before resolving the call on ITSM. 

Liaises with 3rd party vendors to resolve escalated incidents, problems and queries. 

Updates all ITSM calls timeously with a complete audit trail of actions and events, follows up

on escalated calls to ensure completion and feedback 

Maintains service and quality levels according to of the company’ business standards,

processes and procedures. 

End to end management and ownership of tickets 

Management of call queues (telephony, email, self-service and referred walk-ins) 

Creating and updating process and procedure documentation 

Ability to communicate oral or written feedback and technical information to all levels of end-


Critical Requirements - Skills, Experience & Qualifications:

Excellent Communication and Interpersonal skills. 

Customer Driven. 

Must have strong attention to detail. 

Must be able to work independently and with a team. 

Must be able to cope under pressure. 

Must be punctual, disciplined and dedicated to effectively execute job requirements keeping

in mind INTERNAL and EXTERNAL HR and IT policies in place. 

Proficient in Windows 7 and MS-Office suite. 

A+ or N+ / MCSE or studying towards an IT Qualification would be beneficial. 

ITIL Awareness an advantage.

Christine Harper

Tel: +27 21 529 0700

Fax: +27 21 529 0701

Job id : , #74694, 316 views,