First Line Support Service Desk Agent

Job Status: Active βœ“

πŸ“ž- 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. ο‚·

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

urgencies as well as financial impact. ο‚·

Logging of incidents and service requests. ο‚·

Confirms Call resolution with end user before resolving the call on ITSM. ο‚·

Liaises with 3rd party vendors to resolve escalated incidents, problems and queries. ο‚·

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

on escalated calls to ensure completion and feedback ο‚·

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

processes and procedures. ο‚·

End to end management and ownership of tickets ο‚·

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

Creating and updating process and procedure documentation ο‚·

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. ο‚·

Customer Driven. ο‚·

Must have strong attention to detail. ο‚·

Must be able to work independently and with a team. ο‚·

Must be able to cope under pressure. ο‚·

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

in mind INTERNAL and EXTERNAL HR and IT policies in place. ο‚·

Proficient in Windows 7 and MS-Office suite. ο‚·

A+ or N+ / MCSE or studying towards an IT Qualification would be beneficial. ο‚·

ITIL Awareness an advantage.

Christine Harper

Tel: +27 21 529 0700

Fax: +27 21 529 0701

Job id : , #74694, 303 views,