First Line Support Service Desk Agent
Job Status: Active ✓
📞- Phone : +27 21 529 0700
|Job Type||Full 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.
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.
Tel: +27 21 529 0700
Fax: +27 21 529 0701