Service Desk Agent

iOCO; Midrand; On-site; ZAR 120 000 - 240 000; Full time

Job summary

Join a forward-thinking company as a Service Desk Agent and be the hero of IT support! This role is perfect for those who are passionate about technology and enjoy helping others solve their IT challenges. You'll be the first point of contact, providing efficient technical support and ensuring high levels of customer satisfaction. With opportunities for career growth and a collaborative work culture, this position offers the chance to work with cutting-edge technology while making a positive impact on the community. If you thrive in a dynamic environment and have a customer-first mindset, this is the ideal opportunity for you.

Qualifications

• 1-2 years of experience in IT support with a focus on customer satisfaction.
• Familiarity with ITIL framework and excellent communication skills.

Responsibilities

• Provide technical support and resolve IT issues for users.
• Manage call resolutions and maintain documentation of transactions.

Skills

Customer Satisfaction

Problem-Solving

Communication Skills

Adaptability

Multi-tasking

Education

Grade 12

A+

N+

Technical IT Qualification

ITIL Foundation

Job description

Join Our Team as a Service Desk Agent – Be the Hero of IT Support!

Are you passionate about technology and love helping people solve their IT challenges? As a Service Desk Agent, you'll be the first line of defense, providing fast, friendly, and efficient technical support to keep our team running smoothly. If you thrive in a dynamic environment, enjoy problem-solving, and have a customer-first mindset, this is the perfect opportunity to grow your career in IT support.

What You'll Do

Act as a single point of contact for user base resolution on all IOC related issued logged at the help desk.

A Typical Day May Include

• Call management and resolution (incidents/requests)
• Monitoring and reporting of calls.
• Documentation, collaboration between teams.
• Provide active resolution on all calls or emails logged for IT assistance within the agreed upon SLA timeframes.
• Answer user inquiries regarding computer software or hardware operation to resolve problems timeously.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities on the relevant systems.
• Train others in computer interface or software use.
  
  

Your Expertise

• Function related experience: 1-2 years
• Capabilities required:
• Focused on delivering high levels of customer satisfaction and enhancing the end-user experience.
• Capable of managing multiple issues simultaneously and prioritizing tasks effectively to meet SLAs.
• Familiarity with the ITIL framework (Incident and Request, Change, Event and CMDB Management).
• Excellent verbal and written communication skills to engage with both technical and non-technical stakeholders.
  
  

Qualifications

• Grade 12
• A+, N+
• Soft Skills and ITIL Foundation (Requirement for Snr. Service Desk Agent)
• Preferred qualifications:
• Technical IT Qualification
  
  

Other Information Applicable To The Opportunity

• Permanent Position
• Location: Midrand
  
  

Why work for us?

Connected Industrial Eco-systems

The organisation provides Industrial OT solutions to drive sustainability of our communities. With a community of specialist OT system integrators who span across all industry segments in Sub Saharan Africa and OEM partnerships we are able to Design and Build as well as Optimize Industrial connectivity. Connecting people with trusted information and insights to drive responsible use of the world's resources.

One Of The Leading Tech Companies In The Country

• The organisation fosters an inclusive work culture, we collaborate and solve together.
• Great career development, an opportunity to work on great technology which creates value for our communities.
• Values based organisation, with bold and courageous people centred leadership.
• Opportunity to harness your skills and be innovative.
  
  

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.

Desired Skills

• Adaptability
• Authenticity
• Partnership
• Ingenuity
• Mastery