The IT Service Desk Agent is responsible for diagnosing computer problems and responding to user inquiries and escalating issues within the IT Department or 3rd Party supplies.
A key responsibility of the role is to ensure compliance with the Company Management System; this includes but is not limited to the ISO [Phone Number Removed]; and ISO 9001:2015 standards.
Role reports to the Service Desk Manager.
Responsibilities:
- User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing on the ticketing system
- Provide first line investigation and diagnosis and promptly allocate tickets
- Inform users about the process and advise relevant persons of actions taken
- Monitor issues from start to resolution
- Actively check on monitoring systems to ensure issues are flagged and escalated
- Log incidents and service requests and maintain relevant records
- Escalate unresolved tickets, incidents and problems to the IT Team Leaders and IT Service Desk Manager
- Work extra hours and overtime to meet deadlines where reasonable
- Ensure contact ability on Service Desk line during schedule shift
- Service Desk Agent have access to privileged information which is not to be passed on to anyone within or outside the organisation, this will require authorisation from management
- Adhere to all Company policies and procedures
- Obey all Company signage
- Wear lanyard at all times
- Uphold and live the Company values every day
- Report any misconduct or breach of the abovementioned points
Requirements:
- Matric
- IT Diploma
- A+ and N+ certified
- ITIL Foundation (Advantageous)
- Excellent Telephone etiquette
- The ability to work well under pressure
- Thorough knowledge of computer software and hardware
- Analytical and problem-solving skills
- Organisation and time management
- Interpersonal and communication skills
- Attention to detail
- Focused with exceptional discipline
- Results driven – contributing ideas, enthusiasm and fresh approach to work
- Work with agility – delivering dynamic solutions in a fast-paced environment
- Trustworthy and honest, delivering high quality work with credibility, demonstrating integrity
- Professional and have effective internal communications across the business (verbal and written)
- Proactive and efficient
- Flexible and co-operative
- Punctuality
- Team Player
Desired Skills:
- A+
- N+
- ITIL
- Software
- Hardware
- Telephone etiquette
- Customer service
- Problem solving
- Attention to detail
- Proactive
Desired Work Experience:
- 2 to 5 years Systems / Network Administration
Desired Qualification Level:
- Diploma