Service Desk Agent I

SUMMARY:
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POSITION INFO:

We are seeking an experienced and customer-focused Service Desk Agent with a strong background in first-line technical support and incident management. The successful candidate will be responsible for logging and managing support calls across multiple channels, ensuring timely ticket resolution, handling customer escalations, and maintaining SLA compliance. The role requires excellent communication and soft skills, experience with ticket management systems, and the ability to provide first call resolution for technical and ERP-related queries.

What you'll do:

• Facilitate logging of calls via all channels (telephonic; walk-in; email)
• Accurately log calls on ticket management system
• Ensure tickets are regularly updated with relevant information to facilitate customer communication and timeous resolution
• Facilitate First Call Resolution of technical incidents and requests via phone or email
• First Call Response for customer ERP calls (training to be provided)
• Route tickets to second line and external Vendors to achieve call resolution
• Management of tickets to ensure compliance to resolution SLA
• Call related admin such as vendor management, high priority communication to users etc.
• Handling of complaints and escalations to ensure customer satisfaction

Your Expertise:

• 5 years of Service Desk experience including first line support

Qualifications:

• Qualification Essential
  • Grade 12/ National Senior Certificate/ Matric
  • A+ and/or N+
  • Excellent Soft Skills
  • Pass typical recruitment checks (reference, criminal checks, etc.)
• Qualifications preferred
  • ITIL Foundation V3 or ITIL Foundation 4
  • Technical IT Qualification