ICT Service Desk Agent x 2

SUMMARY:
Company based in Cleveland is looking for  an experienced IT Service Desk Agent (ICT) to start as soon as possible

POSITION INFO:
Qualifications and experience required:

• Matric / Grade 12 or equivalent qualification essential
• Technical qualification, Service Desk qualification
• Client Service experience
• Telephone etiquette
• Excellent understanding of ICT
• Excellent understanding of MS Office

• Adhere to Service Desk service levels to meet current service expectations.
  Effectively utilise the Service Management System, e-mail, telephone and / or web interface to respond to client contacts.
• Capture Client requests on the Service Management System accurately, efficiently, and timeously.
• Ensure that SLA’s are complied with at all times.
• Ensure that all calls are logged accurately.
• Categorise calls precisely to ensure that the calls are prioritised correctly in alignment with companies’ policy and procedure
• Prioritise calls effectively.
• Act as a facilitator and manage the call till the end.
• Classify the calls according to the incident or the request.
• Assign calls to the relevant support staff efficiently and timeously.
• Follow up on assigned calls within pre-defined timelines.
• Provide efficient support within agreed time frame.
• Understand and adhere to SLA/OLA requirements
• Seek assistance from supervisors when confronted by ambiguous situations.
• Understand the content of both companies ICT and companies Group companies’ policies.
• Devise and deliver solutions to enhance quality of service and to prevent future problems.
• Manage the processing of incoming calls to the Service Desk via the Service Management System, telephone, and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Coordinate resolution and closure of calls across all areas of ICT.
• Monitor fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Ensure escalation and notifications are communicated and facilitated as per agreed processes.
• Highlight key problems and areas for improvement in terms of processes, procedures etc.

NB! This job is now closed. You can apply for other jobs by uploading your CV.