Service Desk Agent

Advtech; Gauteng; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A leading IT support service provider in South Africa is seeking a motivated support technician. The role involves addressing IT queries, providing first-line support, and logging incidents. Successful candidates should have relevant qualifications and customer service experience, along with strong communication skills. Join a dynamic team to enhance customer satisfaction through effective IT solutions.

Qualifications

• Minimum 1-year relevant experience in IT support.
• Previous customer experience essential.

Responsibilities

• Provide first-line support for user enquiries on hardware and software problems.
• Log and resolve incidents and escalate unresolved issues to higher support levels.
• Monitor and administer applications/systems problems.
• Assist users in resume normal operations and provide basic training.

Skills

Organisation skills

Communication skills

Problem Solving

Conflict Resolution

Good English proficiency

Education

Microsoft Enterprise Administration

IT Degree / Diploma

ICT Diploma

ITIL Practitioner Certification

Job description

Overall Purpose of the Job : Responsible for the timely and effective response to IT / System user queries and problems through the receipt and logging of problems and the co‑ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. May manage the incident to completion. Ensures that optimal relations with clients are established and maintained.

Ensures that agreed standards in respect of length of call, wrap‑up time, log‑on time and completion of correct code system and database are maintained.

In a sales‑oriented centre, maximises cross selling opportunities and ensures that targets are attained.

In a Service Centre / Help Desk function provides first‑line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co‑ordination of rapid and appropriate responses.

This includes : basic training for the user, assisting the user to resume normal operation, channeling requests for help to appropriate functions; monitoring progress, and keeping users appraised.

The maintenance of an inventory of equipment supported by the Service Desk together with logs of user details, problems and resolutions, for administration and purposes.

Provides service on a shift basis for:

• Weekdays up 12 hours (06:00)
• Saturdays up to 6 hours (08:00)
• Sundays up 4 hours (09:00)

• Service call receipt and handling
• Logs calls on Services Desk within SLA, accurately populating all call details
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Classifies, prioritises & assigns all logged calls
• Provides accurate information on IT products or services
• Logs and administers incidents, problems, change requests & service requests
• Resolves logged calls if possible or advises caller of the need for escalation
• Follows up and updates calls on Service Desk
• Escalations & Reporting
• Escalates unresolved issue calls to the next level of support personnel (application support, infrastructure BPA or Development and level 3 Service Desk Agents)
• Keeps up to date with all Incidents, problems & Changes on Service Desk and their priorities
• Completes daily reports on calls
• Customer Service & Support
• Understands & attends to Group IT customer needs
• Passes on any feedback or suggestions by customers to the appropriate internal team
• Supports Group IT customers using customer support principles, communicates (proactively & reactively) with customers.
• Identifies and suggests possible improvements on procedures
• Applications / Systems Support
• Provides 1st level support on assigned applications within SLA
• Monitors and administers Applications / Systems Problems
• Assists with daily administration tasks (Applications checks, maintenance and upgrades)
• Provides accurate & clear verbal and written reporting for application failure investigations and resolutions
• Administers the Access Control System (P7) i.e. grant access rights, channel access rights calls, update & terminate
• Education - Minimum: Microsoft Enterprise Administration, IT Degree / Diploma, IT Background with previous customer experience essential, 1-year relevant experience
• Education - Ideal: ICT Diploma, ITIL Practitioner Certification

SkillOrganisation skillsCommunication Interpersonal skillsProblem SolvingConflict ResolutionGood English proficiency