We are searching for a Service Desk Agent to join the infrastructure services on a 3 year contract.

Role Objective: Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.

Qualifications Required:

  • Grade 12
  • A+
  • N+

Preferred Qualifications:

  • ITIL v3 or ITIL 4

Experience required:

  • 1-2 Years’ experience in an IT service desk environment
  • 1-2 Years’ Customer service experience
  • 1-2 Years’ experience in First call resolution

Duties/Responsibilities:

  • Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
  • Ensure that all calls are logged within ITSM tool as per the required operational processes.
  • Assist team with work overload as and when required and ensure general administration work is up to date.
  • Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
  • Follow appropriate escalation procedures as and when required.
  • Ensure adherence to respective client specific Operational Manuals.

Work environment:

  • Remote Work
  • Office is Open Plan

Physical demands:

  • Sitting

Travel:

  • To the office in the event of power outages or bad network from home

Desired Skills:

  • Systems Analysis
  • Complex Problem Solving
  • Programming
  • C#
  • Java
  • SQL
  • HTML

Learn more/Apply for this position