Muti-national retail company based in southern suburbs, cape town requires an energteic Service Desk Agent for first-line support service to their stores and to manage the day to day operations of the service desk.
Muti-national retail company based in southern suburbs, cape town requires an energteic Service Desk Agent for first-line support service to their stores and to manage the day to day operations of the service desk.

Duties:

  • Service desk support (hardware and software)

  • – Support ticket management (requests and incidents via email):
  • – Telephonic support

  • Service desk support – Monitoring

  • – Check the accuracy of data transfers within the ERP system
  • – Pro-active job monitoring to ensure:
  • – scheduler is running
  • – integration and transfer jobs are running according to scheduled times
  • – Veracity and completeness of sales data that is replicated from stores to Head Office
  • – Timeous and appropriate resolution and or escalation of any issues

  • Restore systems connectivity after offline incidents

  • – Timeous resolution and or co-ordination of resolution via tier 2 support, or 3rd party service providers, as appropriate
  • – Strict adherence to turnaround times
  • – Clear feedback and communication to impacted store(s)

Qualifications and experience:

  • A minimum educational standard of Grade 12
  • A relevant IT Certification
  • At least two years’ IT Service Desk experience in a customer focussed retail environment

  • Must be willing to work shifts and be available to provide after-hours support (Standby)

Competencies:

  • Tier 1 hardware and software skills

  • Windows 10 and 11
  • Good knowledge of MS Office applications (Word, Excel and Outlook)
  • Basic knowledge of MS Azure collaboration tools (O365, MS Teams, One-Drive)
  • Retail POS (preferably LS Retail)
  • Basic ERP (preferably Navision Dynamics 365)

Desired Skills:

  • service desk agent
  • IT Support
  • IT certification

Employer & Job Benefits:

  • Standby Allowance

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