IT SERVICE DESK AGENT

SUMMARY:
6 month Contract IT Service Desk Agent

POSITION INFO:

For African Female only

Midrand, Immediate

Own transport required

The role is expected to respond to client queries by logging and resolving calls in alignment with ICT policies and procedures.  The Service Desk function is responsible to restore services (Incident Management) and to fulfil requests (Request Fulfilment) within agreed Service Levels. The role is required to deliver on KPIs. This is a contract position..

Role Objectives

• Respond to Clients.
• Adhere to the Call Management Lifecycle.
• Comply With company ICT Policies And Procedures.
• Understand key service objectives, service levels and client expectations.
• Communicate effectively and efficiently with all stakeholders.
• Lliase with stakeholders to ensure adhrerence to the service desk policies and procedures.
• Manage escalations and notifications.
• Ensure ownership of incidents and requests from start to end.
• Promote consistent use of ICT technologies, processes and governances.
• Design and prepare reports.
• Perform on-site user support duties when required.

 Outline of main duties and responsibilities

The role is expected to:

• 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 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
• 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.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

Qualifications and Experience:

• 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

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