Service Desk Agent

Job Status: Active ✓

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Job TypeFull Time

The Role
Job Summary

The IT Service Desk Agent will be responsible for coordinating the service desk and all interactions there-of, to ensure prompt resolution of incidents as per the agreed upon service levels with the client. The Service Desk is often referred to as the Voice of IT and therefore this position will be suitable for a very service orientated individual with a passion for service delivery

Skills and Experience

Customer Service Skills
Helpdesk/Call Centre Skills
PC Support Skills (Basic)
ITIL Foundation Certification


Logical reasoning
Administrative skills
Assertive nature
Strong oral and written communication skills
Good telephone etiquette

Clear voice articulation

Key Accountabilities
Responsibilities / Outputs

Receive and log all cases logged via email or telephonically by Internal JSE Users
Ensure Incident Resolution within the timeframes stipulated in the SLA
Provide first level support for basic technical service requests and queries – be able to troubleshoot and thereby resolve easy technical issues/request for the customer (password changes, mapping of drives, etc)
Ensure that cases are managed in accordance to the Case Management process – updating cases, prioritisation of cases, quality of feedback on cases, follow-up and resolution details, etc
Provide regular, accurate feedback and liaise with customer in a professional manner
Close resolved cases upon confirming with customer to ensure customer satisfaction
Escalate issues/complaints to Management or Team Leads
Be a team Player and build strong team relationships
Daily reports to be completed accurately and sent out timeously

Personality and Attributes
Personality Traits

Possess a strong work ethic and sense of urgency
Service delivery and outcomes driven
Possess a high level of energy and enthusiasm
Delivery orientated
Team player
Risk aware

Job Reference: EOHIS00123

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Job id : , #75524, 13 views,