Service Desk Agent

Sacaa; Gauteng; On-site; ZAR 180,000 - 300,000; Full time

Job summary

A leading company is seeking a Service Desk Support professional to provide exceptional first-line technical support. This role involves managing the helpdesk, supporting customers with IT issues, and contributing to the overall improvement of IT services. The ideal candidate will have strong technical support skills, excellent customer service capabilities, and be able to navigate various IT systems effectively.

Qualifications

• Experience in providing first-level technical support.
• Strong communication skills and ability to manage customer expectations.

Responsibilities

• Manage incoming support requests via phone, email, and ticketing system.
• Provide first-level technical support and troubleshooting for hardware, software, and network issues.
• Monitor service desk performance metrics and ensure adherence to SLAs.

Skills

Technical support

Troubleshooting

Customer service

Incident management

Job description

To provide exceptional first line technical support to end-users by resolving IT issues efficiently and effectively.

The role encompasses managing the helpdesk, attending to incoming calls, and conducting client satisfaction survey and contribute to the overall improvement of IT services within the organization.

Service Desk

Manage incoming support requests via phone, email, and ticketing system.

Prioritize, categorize, and log incidents and service requests accurately.

Provide first-level technical support and troubleshooting for hardware, software, and network issues.

Escalate complex issues to higher-level support teams as required.

Monitor and manage service desk performance metrics.

Contact clients to update them on the status of their queries logged and follow-up with technicians to make sure the SLA is met as far as possible.

Operations

Contribute to the development and improvement of helpdesk processes and procedures.

Participate in knowledge transfer and training sessions.

Maintain up-to-date knowledge of IT systems, applications, and infrastructure.

Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Adhere to security policies and procedures.

Identify and report potential security threats or vulnerabilities.

Assist in security awareness campaigns.

Customer Service

Deliver excellent customer service by providing timely and effective support.

Build strong relationships with customers and foster a positive user experience.

Manage customer expectations and communicate clearly and professionally.

Knowledge Base

Contribute to the creation and maintenance of the knowledge base.

Provide accurate and up-to-date information to users.

Leverage the knowledge base to resolve incidents efficiently.

Administration

Manage and maintain IT equipment and inventory.

Perform routine administrative tasks related to the helpdesk.

Generate reports and statistics as required.

Perform other duties as assigned.

Participate in IT projects as required.

Provide technical support for project implementations.

Assist in testing and deployment of new IT systems or applications.