Service Desk Agent

SUMMARY:
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POSITION INFO:

We are seeking a proactive and customer-focused Service Desk Agent with strong experience in incident and event management within a call centre or service desk environment. The ideal candidate will be responsible for monitoring systems, ensuring timely and accurate communication with clients, and consistently meeting Service Level Agreements (SLAs). The successful candidate will demonstrate excellent communication and telephony skills, with the ability to engage professionally with stakeholders and handle multiple tasks efficiently

What you'll do:

• 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
• 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 focussed
• 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
• Call Centre Experience
• Service Desk Experience

Qualifications:

• Qualifications Essential
  • National Senior Certificate/ Matric/ N3/ Grade 12
  • A+
  • N+
  • Pass typical recruitment checks (reference, criminal checks, etc.)
• Qualifications Preferred
  • ITIL v3 certification