Service Desk Agent

SUMMARY:
Datacentrix in Cape Town is looking for a Service Desk Agent to act as the single point of contact for the customer for all supported applications, infrastructure and specific 3rd party-related problems. Take ownership of all owned incidents from logging to resolution.

POSITION INFO:

Required Experience and Qualifications

• Must have Matric or Grade 12
• CompTia A+ or CompTia N+ or MCSE 
• ITIL foundation.
• Minimum of 2 years previous IT Service Desk experience
• Experience with HEAT call logging application
• Good administrative skills and proficient in Ms Excel
• Valid Driver’s License and own vehicle

Responsibilities:

• Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets
• Manage call queues (Telephony, Mailbox, Self-Service and referred Walk-Ins).
• Deal with IT Related hardware and application support queries
• Identify and escalate requests requiring urgent attention in order to resolve as quickly as possible
• Take ownership of user problems and follow-up with resolver groups and clients from start through a successful resolution.
• Record details of all incidents, timeously and accurately paying attention to detail
• Ensuring that an ongoing contribution toward positive customer satisfaction is achieved
• Coordination of incidents and requests in order to meet Service Level Agreements
• Liaise with various 3rd parties, internally and externally toward achieving resolution within SLA
• Adherence to call lifecycle processes and procedures
• Maintain adequate knowledge of operating systems and application software used by customers to provide high-level support
• Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and procedures
• Display professional, helpful, responsive behavior and willingness to assist the customers at all times

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