IT Service Desk

To log, classify and categorize IT incidents and requests for IT clients, perform first line support and update calls

accordingly, as well as to route call to next level support if not able to resolve.

Key Responsibility Areas


Availability; Answer inbound calls; Quality of calls; Logged calls on ARS and/or ITSM7; First call resolution rate;

First Line Support; Post call Survey; Cut Calls.

Qualifications and Experience

Minimum: Matric (Grade 12) A+ or N+. Related/equivalent qualification for this position: Call Centre

Qualification/Certificate.

Experience: 6 months IT Service Desk and Technical Field Support experience.

Technical Competencies Description

Knowledge of: Telephony system; Customer management services Operating

Systems/Applications (ARS)/ITSM7; Policy, process and standards; Operational business rules and processes.

Skills: Communication; Computer Literacy; Problem Solving and decision making skills; Interpersonal Skills;

Numerical Skills; Self-management; Client orientation and customer service.

Other Special Requirements
None

How to apply
Kindly send your CV to masoko.recruitment@sita.co.za

Job id : , #69986, 31 views,

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