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Service Desk Agent
2 weeks ago
Introduction
The main purpose of the role is to resolve IT related issues logged via the Service Desk, remotely and telephonically.
Duties & Responsibilities
- Providing multichannel onestop Incident Service Desk Support to customers, covering all ICT contracted services in line with SLAs.
- Ensuring that effective Service Desk support of incidents and IMACD's as contracted by the client including other IT requirements and projects.
- Providing account administration tasks on various platforms in line with prescribed policy, procedures and management standards.
- Assisting clients telephonically and remotely using the remote support tools for any desktop related issues
- Providing desktop related support.
- Utilizing the ticketing system and ensuring that tickets are updated and closed on the system
- Interfacing with third party Vendors.
- Troubleshooting and supporting Windows 10.
- Managing calls and escalating issues to the relevant second level or Line Manager.
- Adherence to all policies and procedures.
- Ensuring that all administrative functions are completed accurately and timeously
Desired Experience & Qualification
- 13 years relevant experience
- Azure / AWS certifications (preferred)
- National Diploma or Degree in IT
Ability to commute/relocate:
- Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)
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