Service Desk Agent(Jnr)

Discovery Limited; Gauteng; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a dynamic team as a Service Desk Agent in a forward-thinking organization dedicated to enhancing lives through innovative solutions. This role involves being the first point of contact for internal users, ensuring their queries are resolved efficiently and effectively. You will play a crucial role in maintaining high levels of customer satisfaction while managing incidents and requests within agreed service levels. If you thrive in a fast-paced environment and have a passion for technology and customer service, this is an exciting opportunity to contribute to meaningful change and growth.

Qualifications

• Matric and relevant IT certifications required.
• Previous experience in IT Service Desk or Helpdesk is essential.

Responsibilities

• Acknowledge and log all incoming incidents and requests.
• Provide first call resolution and escalate unresolved issues.
• Monitor SLA compliance and manage ticket resolution.

Skills

Attention to detail

Strong verbal communication

Strong written communication

Technical competencies

Ability to work under pressure

Initiative and ownership

Education

Matric

A+

N+

MCSE

Diploma in Information Technology

Tools

Service Desk Management Tool

Job description

Discovery – Group Information Services / Technology Services

Service Desk Agent: 529HELP

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About (529HELP)

529Help is the Single Point of Contact (SPOC) for internal End-Users, facilitating Incident Resolution and Request Fulfilment via the chosen contact channels and within agreed SLAs.

Key Purpose

To accurately and efficiently acknowledge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of Responsibility

1. Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
2. Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
3. Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
4. Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
5. Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
6. Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
7. Monitor resolution progress, provide updates on Contacts when requested, and execute Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
8. Monitor and manage all Group Nodes to prevent SLA breaches and ensure all New, In Progress, or returned tickets are actioned correctly and within SLA.
9. Provide appropriate input to the Knowledge Base.
10. Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
11. Acknowledge any Complaint and attempt to provide a Resolution at First Line. If First Line resolution is not possible, execute Hierarchical Escalation to ensure the Complaint is resolved. (Note: This position is shift-based).

Personal Attributes and Skills

1. Attention to detail.
2. Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
3. Ability to understand impact and urgency to assign relevant priorities.
4. Strong verbal and written communication skills.
5. Strong technical competencies.
6. Able to work in a highly pressurized environment with high volumes.
7. Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution.

Education and Experience

1. Matric
2. A+, N+, MCSE
3. Diploma in Information Technology*
4. Previous IT Service Desk / Helpdesk Experience

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.