Service Desk Agent I

SUMMARY:
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POSITION INFO:

We are seeking a customer-focused and proactive Service Desk Agent with strong communication, telephony, and incident management skills. The ideal candidate possesses excellent customer service abilities, professional telephone etiquette, and a positive attitude, with a proven commitment to delivering exceptional customer satisfaction. Experienced in call logging, event monitoring, incident management, and system availability checks, they take ownership of issues from initiation through to resolution while ensuring adherence to service level agreements (SLAs).

What you'll do:

• 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 focused
• 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
• 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
• Multi-tasking skills

Qualifications:

• Qualification Essential
  • National Senior Certificate/ Senior Certificate/ Grade 12
  • A+ and N+
  • English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
  • Pass typical recruitment checks (criminal, qualification, ID verification checks, etc.)
    
• Qualifications preferred
  • ITIL v3 certification
  • Service Desk experience
  • Call centre experience
  • Telecommunication experience
  • Event Management Experience
  • Incident Management Experience