Junior IT Service Desk Analyst

Clicks Group Limited

Cape Town

On-site

ZAR 120,000 - 180,000

Full time

4 days ago

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Job summary

Clicks is recruiting a Junior Analyst- Service Centre to support the IT department at Clicks Head Office in Cape Town. You will provide telephonic and email 1st line support, recording and tracking incidents and service requests from initiation to closure.

You will engage with users and vendors to maintain service levels, perform triage, and coach junior agents to improve customer experience. A Diploma in IS/IT and 2–3 years in an IT service desk are preferred.

Qualifications

Matric/Grade 12 is required.
2–3 years' IT service desk or call centre experience.
Diploma in IS/IT preferred.
Strong verbal and written communication.
Knowledge of incident and service request processes.

Responsibilities

To accurately record, assign, upscale and track all incidents and service requests
Taking ownership of incident and service request from initiation to closure
To deliver dynamic Triage Technical support in order to promptly restore IT Services within service levels
To engage professionally with business users and vendors to provide customer service within agreed service levels
To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
To perform standby work from time to time in the IT Service Centre
To perform quality assurance on 1 st line agents monthly in order to rate the overall customer experience.
To coach and train 1 st line agents on call procedure and customer engagement in order to improve the customer experience.