Technical Service Desk Agent

SUMMARY:
Our client in Bryanston is looking for a Service Desk Agent to provide first level support through taking calls and handling the resulting incidents or service requests, using the incident management and request fulfillment processes.

POSITION INFO:

Requirements

• Matric and ITIL Foundation (non-negotiable)
• 2 Years Proven work experience as a Service Desk Agent
• Technical Competencies – Working Knowledge and understanding of the following:
  • MS Desktop Operating system
  • Office 365
  • Knowledge in the use of a call logging tool
  • Working knowledge of remote support tools
• Hands-on experience with Windows OS environments
• Excellent problem-solving and multitasking skills

Responsibilities:

• Log ALL help desk interactions
• Provide 1st level support to clients and partners via email and telephone
• Respond to requests for technical assistance in person, via phone, electronically
• Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner
• Redirect / Allocate problems to correct resource
• Follow standard help desk procedures
• Advise user on appropriate action and provide answers to queries and information requests
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Inform management of recurring problems
• Call tracking, analysis, and reporting

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