Bridge Desk Agent (Telecoms)

AtripleA recruitment & temps; Pretoria; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A recruitment agency is seeking a Bridge Desk Agent in Pretoria. The role involves providing 1st line support, monitoring system alerts, and ensuring customer service excellence. Candidates should have approximately one year of IT experience, proficient in desktop support, with relevant A+ and N+ qualifications. Excellent communication skills and the ability to work under pressure are essential. Interested candidates should send their CV and latest pay slip to apply.

Qualifications

• 1 year of IT Work Experience in a Service Desk Environment or Desktop Support Engineer.
• Proficiency in Microsoft software.
• Experience in Desktop Support for 1st Line Support.

Responsibilities

• Provide 1st Line Support for desktop activities.
• Monitor alerts on identified systems.
• Log incidents and assign to the Incident Manager.
• Identify priority calls and understand escalation matrices.

Skills

Business written and verbal communication skills

Time management and organizational skills

Customer Service Orientation

Troubleshooting Skills

Adaptability

Empathy to End User Situation/Challenge

Education

A+ Certification

N+ Certification

Job description

Our client in the Telecoms Industry is looking to hire a Bridge Desk Agent.

Responsibilities

• 1st Line Support (Specific Desktop Support activities)
• Monitoring of Alerts on Identified Systems
• Log the Incident and assign to Incident Manager
• Identify P1, P2, P3 and P4 Calls
• Understand the Escalation Matrix for various Business Units
• Understand the Work Instructions for various Business Units as they will vary for ticket assignment
• Ensure that the End User always has a Ticket Reference Number for Queries
• Identify Reference numbers on Toolset and Advise the User

Requirements

• Ideally 1 year of IT Work Experience in a Service Desk Environment or Desktop Support Engineer
• Microsoft Literate
• A+, N+ Qualification
• Desktop Support experience for 1st Line Support
• Sound knowledge of Service Excellence, Customer Satisfaction and End User Experience.

Personal Attributes

• Business written and verbal communication skills
• Should exhibit excellent time management and organizational skills to complete the assigned work effectively
• Honest and Trustworthy
• Ability to work in a team and as an individual
• Ability to work under pressure and adhere to deadlines
• Customer Service Oriented
• Remain Calm under pressure and have patience
• Adapt to Change
• Heightened Listening Skills (Soft Skill)
• Empathy to End User Situation/Challenge
• Well Organised
• Troubleshooting Skills

Send your CV and latest pay slip to [e-mail]

ATripleA Recruitment and Temps

www.aaaa.co.za