Service Desk Agent

To provide 1st level support to the company's customers, ensuring customer calls are answered promptly and log tickets as per customer’s request/inquiries and are attended to them accordingly until a resolution is achieved.

Primary Responsibilities for the Role

• Provide excellent service to the users of the Adapt IT Engagement platforms including clients, advisers, and internal employees.
• Resolving first-line technical software support queries of users of the Adapt Engagement platforms, according to expected standards of service delivery and within agreed SLAs:
• Displaying excellent verbal and written communication skills.
• Accurately logging details of the queries as per the defined Incident and Problem management process to enable record keeping and trend analysis of interactions.
• Escalating complex queries to second-line support when necessary, with the required details to enable further problem analysis.
• Contributing to a self-managed team environment with a can-do attitude to ensure team goals and service targets are achieved.
• Striving for first time query resolution within required SLAs and targets.
• Working with 2nd level support analysts on escalated queries.
• Identifying opportunities to increase operational efficiency in the Support process.
• Successfully completing ongoing training required to maintain service excellence.
• Displaying teamwork and collaborating with team members to maintain operational excellence.
• Pro-actively providing feedback to Team management where required.

Desired Skills, Experience and Qualities:

• Ability to work under pressure
• Attention to Detail
• High Customer Focus
• Complex Incident/Problem-Solving skills
• Results-driven and action-oriented
• Excellent Communication Skills (verbal and written).

Education & Qualification

• BSc (Computer Science or Information Systems) /Bcom (Information Systems)/Diploma in Information Technology
• Minimum 5 years’ working in a service desk environment
• ITIL Foundation Certified

Relevant Skills, Knowledge & Experience

• Business acumen
• ITIL Principles
• Quality Assurance and Management
• Service Excellence Orientation
• Telephone etiquette
• Knowledge of Oracle SQL would be advantageous.
• Understand Version Control Systems and ITIL Change Management.
• Ability to resolve application incidents, service requests and problems quickly and cost-effectively.
• Experience in Service Management tools. (IVANTI Heat will be advantageous)
• Experience in IVR systems.

Driving Value

Actively seeking and implementing opportunities to maximize value in any aspect of the business.

• Setting a culture of continuously striving for better performance
• Challenging the current state in order to seek real improvements

Leading People

Motivating and developing people to deliver superior results in a responsible manner

• Building and maintaining effective culture
• Creating a climate in which individuals and teams develop their potential and contribute their best
• Managing accountabilities and providing timely and constructive feedback
• Coaching and providing development opportunities that enable high performance

Leading Self

Taking responsibility and accountability for own behaviour, performance and development

• Taking ownership for own performance and decisions and their impact on the business
• Demonstrating tenacity and resilience even when faced with obstacles
• Seeking opportunities for personal feedback, learning and development
• Acting decisively when tough or quick action is required