Service Desk Agent I

iOCO Pty Ltd; Cape Town; On-site; ZAR 150 000 - 250 000; Full time

Job summary

A leading technology company in Cape Town is seeking a dedicated Service Desk Agent for proactive system monitoring and event management. The ideal candidate will have service desk and call center experience, strong multitasking abilities, and excellent communication skills. This role offers opportunities in a dynamic environment with a focus on customer satisfaction.

Responsibilities

• Perform daily application availability checks and event monitoring tasks.
• Provide proactive system monitoring.
• Communicate accurately and timeously with clients regarding incidents logged.
• Meet Service Level Agreements in the Call Logging System.
• Ensure calls are assigned to the next resolver groups within specified timeframes.

Skills

Service Desk Experience

Call Centre Experience

Telecommunication experience

Excellent customer interaction

Positive attitude

Team player

Self-driven

Strong event management abilities

Strong sense of responsibility

Excellent customer satisfaction

Telephony soft skills

Excellent Customer Interaction and communication

Multi-tasking skills

Education

National Senior Certificate/ Matric/ N3/ Grade 12

A+

N+

ITIL v3 certification

Linux/Unix qualifications and/or experience

Job description

We are seeking a dedicated Service Desk Agent who excels in proactive system monitoring, daily application checks, and effective event management. This role requires strong multitasking abilities, adherence to instructions and working procedures, and a commitment to accurate correspondence and documentation. .

What you'll do:

• Requires performing daily application availability checks and event monitoring tasks
• Provide proactive system monitoring
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
• Ensure that calls are assigned to the next resolver groups within the specified timeframes
• Working well with another colleague/team player/ willing to assist
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner
• Following instructions including customer Working Instructions (WI) or management instructions
• Go-getter

Your Expertise:

• Service Desk Experience
• Call Centre Experience
• Telecommunication experience
• Excellent customer interaction.
• Positive attitude required with excellent telephone etiquette
• Team player with good work ethic and attendance record
• Self-driven - Get the job done
• Strong event management abilities with customer focussed
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement
• Telephony soft skills qualifications and/or Call center/Service Desk experience
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
• Excellent Customer Interaction and communication
• Service Desk Experience
• Call Centre Experience
• Event Management Experience
• Incident Management Experience
• Multi-tasking skills

Qualifications:

• Essential
  • National Senior Certificate/ Matric/ N3/ Grade 12
  • A+
  • N+
• Preferred
  • ITIL v3 certification
  • Linux/Unix qualifications and/or experience
  • Service Desk Experience