Service Desk Agent I

SUMMARY:
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POSITION INFO:

We are seeking a proactive and customer-focused Service Desk Agent with experience in incident management, call centre operations, and IT support, who can effectively monitor systems, manage call logging, and meet Service Level Agreements (SLAs) while ensuring clear and timely communication with clients. The ideal candidate will demonstrate strong multitasking, excellent customer interaction, and professional communication skills, with the ability to take ownership of issues through to resolution, work collaboratively within a team, and maintain high standards of service delivery

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

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
• 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
• 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
• Go-getter

Qualifications:

• Qualification Essential Competency
  • National Senior Certificate/ Matric/ N3/ Grade 12
  • A+
  • N+
• Qualifications preferred
  • ITIL v3 certification