Service Desk Agent

BC Technologies; Durban; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A technology solutions provider in Durban is seeking a Service Desk Agent to deliver exceptional customer service and manage administrative support functions. The ideal candidate will have strong organisational skills, technical support experience, and be proficient in common office software. Key responsibilities include handling service inquiries, providing helpdesk support, and ensuring compliance with service level agreements. This role requires a proactive attitude and attention to detail.

Qualifications

• Minimum of 3 years of experience in an administration role.
• Previous experience in a customer service role is preferred.
• Familiarity with internet service provider operations and domain management is beneficial.

Responsibilities

• Manage customer accounts and service inquiries.
• Provide first line helpdesk support.
• Ensure all tickets are addressed within the agreed SLA times.

Skills

Customer service

Organisational skills

Technical support

Documentation management

Tools

Microsoft Office

Smartermail

Cloudflare

Job description

The Service Desk Agent plays a pivotal role in delivering exceptional customer service within our company. The Service Desk Agent is responsible for providing administrative support to ensure the efficient operation of the operations department.

This role involves managing customer accounts, managing backend billing and ordering operations with connectivity vendors, handling service inquiries, processing orders, assisting with the coordination of service installations and troubleshooting requests. The Service Agent acts as a liaison between customers and technical teams to facilitate smooth service delivery and customer satisfaction.

This position is additionally responsible for providing first line helpdesk support to and provide the first point of contact for a variety of facilities management requirements and administration. With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers and conduct an efficient handling of each query and advise customers of the consequent solution.

Key Performance Areas

• ISP Management: Communicate with customers to confirm appointments and provide updates, handle incoming service inquiries, log fault tickets with ISPs and manage escalations, coordinate the landlord approval process for installations, conduct regular audits of ISP tracking sheet, and stay updated on industry trends and advancements in ISP technologies.
• Domain Management: Administer DNS using Cloudflare services, implement domain security measures, implement DMARC, DKIM, SPF, A Records, MX Records, CNAMES, liaise with domain registrars, and provide domain-related technical support.
• Smartermail and Technical Support: Address user queries, provide technical support related to Smartermail, ensure documentation is kept current, and general systems administration and escalation where required.
• Website Management: Monitor website statistics, produce customer reports, conduct regular audits on website health checks, and coordinate with technical teams to resolve website hosting issues.
• VoIP Management: Assist with sending QR codes for Linkus and handle inquiries related to VoIP services, features and troubleshooting.
• Documentation and User Management: Maintain documentation related to ISP management, domain registrations, and technical processes, manage user accounts and permissions for internal systems, ensure Smartermail videos and documentation for customers is up to date, and ensure Linkus videos and documentation for customers is up to date.
• Customer Feedback: Provide regular updates to customers with faults logged, work closely with the Service Delivery team to ensure customer satisfaction, ensure tickets logged by customers are kept up to date, log and document all customer interactions and issues, and conduct follow-ups with customers to ensure satisfaction with the resolution.
• Ticket Management: Classify and prioritize incidents and service requests, escalate unresolved issues to higher-level support teams, track and manage incidents through to resolution, identify recurring issues, and ensure the helpdesk system is always up to date.
• Service Level Agreement (SLA) Adherence: Monitor and ensure all tickets are addressed within the agreed SLA times, report any breaches of SLAs to management, provide regular updates to customers on the status of their issues, and monitor WhatsApp, Teams etc. to stay current on service delivery.
• Team Collaboration and Coordination: Work closely with other Technical Teams to ensure seamless service delivery, participate in team meetings, coordinate with vendors and third-party service providers, ISP Fault Logging and escalations of ISP requests, monitor failed maintenance tasks, assist with monthly recons of services provided to customers, and assist in onboarding new team members.

Job Requirements

• Minimum of 3 years of experience in an administration role.
• Previous experience in a customer service role is preferred.
• Familiarity with internet service provider operations, domain management, and email hosting solutions is beneficial.
• Proficiency in basic computer skills, including familiarity with operating systems (Windows/macOS) and common office software (Microsoft Office).
• Strong organisational skills to manage multiple tasks simultaneously and prioritise workload effectively.
• Attention to detail to ensure accuracy in domain registrations, documentation, and billing processes.