Service Desk Agent level 1
Job Responsibilities: -
- Takes telephonic calls from customers requiring technical assistance
- Receives emails, via the prevailing mechanism, from customers, requiring technical assistance
- Ensures a work ticket is opened on the internal logging system
- Provides 1st and 2nd level support by applying basic diagnostic techniques to identify problems, investigate causes and recommend/implement solutions to correct common failures
- Arranges for on-site technical assistance to be provided where necessary by generating a request to the Centracom Technicians Department
- Escalates more complex problems to a higher level of expertise within the organisation
- Follows standard Service Desk Operating procedures including the accurate logging and updating of Service Desk tickets using the defined tracking system
- Ensures feedback is given to the customer within an appropriate time-frame
- Actions ad-hoc requests delegated to him/her by Manager
- Must have relevant work experience
Accountabilities and Performance Measures:-
- Meets standards of service required of the Service Desk agents
- Qualifications/Competencies/Work Experience: -
- N + or A + technical certification preferable
- PC competent with Word and Excel
- Experience on an IT Help/Service Desk preferable
- Good problem-solving skills
- Ability to provide technical support telephonically
- Self-motivated and able to work on own initiative under pressure
- Ability to exercise patience and to actively listen
- Good communicator able to convey information in the most practical and effective way to others
- Salary market related
- Preference to be given to EE Coloured M/F
Job Types: Full-time, Part-time
Expected Start Date: 2024/10/01
