Service Desk Agent
Job Status: Active ✓
|Job Type||Full Time|
Service Desk Agent
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
Internet Solutions (IS) is a Pan-African telecoms service provider to public and private sector organisations that have, or want to establish a presence on the African continent. We have been providing innovative end-to-end telco solutions and related services for more than 20 years.
Today, IS is at the forefront of Internet Protocol-based technologies and we build solutions and services tailored to the increasingly complex demands of organisations across the enterprise, public sector, global carrier and growing small-to-medium business sectors. We serve multiple sectors through a number of brands, including IS, Ignite, VAST, ContinuitySA, MWEB, AlwaysOn, Synaq and Antfarm.
As a wholly owned subsidiary of the Dimension Data Group and part of NTT, IS leverages its infrastructure and global footprint to support organisations with the rapid deployment of emerging technologies.
Want to be part of our team?
To provide first line IT support to OptiNet users in accordance with OptiNet’s policies and procedures.
What you'll be doing
To log incidents with accuracy and quality information for:
quality service delivery,
meaningful stats and reports can be drawn and
2nd line support team & the 3rd party co-ordinator have sufficient data to diagnose and resolve the incident
To log Service Requests (IMAC’s) & escalate to 2nd line support
To diagnose incidents accurately to quickly establish whether the agent can offer First Line Resolution or whether it needs to be escalated to the relevant 2nd/3rd level support.
To maintain a sense of ownership of incidents from logging to resolution, escalating where required.
To ensure incidents are resolved and executed in accordance with SLA
Provide excellent Customer Service which entails active listening and good communication skills.
To display a high sense of customer centricity and be team driven
To communicate effectively both in Afrikaans and English, both verbal and written
To have the ability to work to varied operating hours and perform standby duties
Qualification & Requirements:
A+, N+ or relevant IT diploma.
2yrs in an IT call centre or desktop support role
Basic understanding of hardware setup
Interest in and experience of IT technology
Technical trouble shooting & diagnosis experience
Communication and listening skills
Communicate effectively (oral and written)
Demonstrate a good understanding of own area of specialisation
Work both independently and cooperatively with others
Be proactive and take initiative
Be analytical and problem solve
Give attention to detail
What would make you a good fit for this role?
Looking to make a difference and shape the future? Join our growing team and accelerate your career with Internet Solutions. Apply today
Apply Here http://bit.ly/2GgBTtR