Service Desk Agent

SUMMARY:
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POSITION INFO:

We are seeking a customer-focused and proactive Service Desk Engineer with strong service desk and call centre experience, excellent communication skills, and a positive, professional telephone manner. The ideal candidate will be a reliable team player with strong incident and event management abilities, committed to delivering exceptional customer service, proactive system monitoring, and timely incident resolution while meeting SLA requirements. A solid understanding of service desk operations, multitasking, telecommunication environments, and technical support fundamentals (A+, N+, and preferably ITIL/Linux/Unix exposure) will be highly advantageous.

What you'll do:

• Excellent customer interaction.
• Positive attitude required with excellent telephone etiquette
• Team player with good work ethic and attendance record
• Self-driven - Get the job done
• Strong event management abilities with customer focused
• Requires performing daily application availability checks and event monitoring tasks
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement
• Provide proactive system monitoring
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
• Ensure that calls are assigned to the next resolver groups within the specified timeframes
• Working well with another colleague/team player/ willing to assist
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner
• Following instructions including customer Working Instructions (WI) or management instructions
• Go-getter

Your Expertise:

• Telephony soft skills qualifications and/or Call center/Service Desk experience
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
• Excellent Customer Interaction and communication
• Service Desk Experience
• Call Centre Experience
• Event Management Experience
• Incident Management Experience
• Multi-tasking skills
• Telecommunication experience

Qualifications:

• Qualification Essential Competency
  • National Senior Certificate/ Matric/ N3/ Grade 12
  • A+
  • N+
  • Pass typical recruitment checks (reference, criminal checks, etc.)
• Qualifications preferred/ knowledge
  • ITIL v3 certification
  • Linux\Unix qualifications and/or experience