Service Desk Agent Jnr

2 weeks ago

Sandton, South Africa Discovery Ltd. Full time

Business Unit:
Discovery Central Services
Function:IT Service Desk Support & Administration
Date:12-Jan-2023- Discovery - Group Information Services / Technology Services-
Service Desk Agent: 529HELP
About Discovery

  • Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fastpaced and dynamic environment enables smart, selfdriven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
    About (529HELP)
  • 529Help is the Single Point of Contact (SPOC) for internal End-Users, facilitating Incident Resolution and Request Fulfilment via the chosen contact channels and within agreed SLAs.
    Key Purpose
  • To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.
    Areas of responsibility may include but not limited to
  • Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
  • Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
  • Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
  • Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
  • Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
  • Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
  • Monitor resolution progress, provides updates on Contacts when requested and executes Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
  • Monitor and manage all Group Nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
  • Provide appropriate input to the Knowledge Base.
  • Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
  • Acknowledge any Complaint and attempts to provide a Resolution at First Line. Should First Line not be possible, executes Hierarchical Escalation to ensure the Complaint is Resolved.
- (Note: This position is shift based)._

Personal Attributes and Skills

  • Attention to detail.
  • Ability to translate the Customer's experience and symptoms into meaningful information that aids resolution activities.
  • Ability to understand impact and urgency in order to assign relevant priorities.
  • Strong verbal and written communication skills.
  • Strong technical competencies.
  • Able to work in a highly pressurized environment with high volumes.
  • Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution

Education and Experience

  • Matric
  • A+, N+, MCSE
  • Diploma in Information Technology
  • Previous IT Service Desk / Helpdesk Experience
  • EMPLOYMENT EQUITY
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

  • IT Service Desk Agent

    4 weeks ago

    Sandton, South Africa Tsebo Group Full time

    We are seeking an IT Service Desk Agent to oversee the daily operational stability of the IT Service Desk. The successful candidate will be responsible for maintaining ticketing systems, managing IT supplies, handling user requests, and ensuring the overall technical support efficiency of the IT Service Desk.As a leading African Integrated Workplace...

  • IT Service Desk Agent

    2 weeks ago

    Sandton, South Africa Tsebo Group Full time

    We are seeking an IT Service Desk Agent to oversee the daily operational stability of the IT Service Desk. The successful candidate will be responsible for maintaining ticketing systems, managing IT supplies, handling user requests, and ensuring the overall technical support efficiency of the IT Service Desk.As a leading African Integrated Workplace...

  • X3 Service Desk Agents I

    3 days ago

    Sandton, South Africa iOCO Full time

    JOBNUMBER **iOCO03030** - CONTRACT TYPE **Contract** - STATE/PROVINCE **Gauteng** - CONTRACT TYPE: **OnSite** **The Role**: Elevate Your Career with iOCO Infrastructure Services: Where Innovation Meets Impact. We are seeking **X3 Service Desk Agents** I **to join our team. As a Service Desk Agent you'll be responsible for resolving complex technical...

  • X2 Service Desk Agent I

    4 weeks ago

    Sandton, South Africa iOCO Full time

    JOBNUMBER **iOCO03143** - CONTRACT TYPE **Contract** - CONTRACT TYPE: **OnSite** **The Role**: iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of **X2 Service Desk Agents** I to join our IT support team. As Service Desk Agents, your primary duties will include responding to user inquiries,...

  • Front Desk Agent

    2 months ago

    Sandton, South Africa Hilton Full time

    A Front Desk Agent assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience. **What will I be doing?** As Front Desk Agent, you will assist in daily Front Office operations and work with customers and Guests to serve their needs and provide an excellent customer...

  • X2 Service Desk Agent I

    2 weeks ago

    Sandton, South Africa IOCO Full time

    iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of X2 Service Desk Agents I to join our IT support team. As Service Desk Agents, your primary duties will include responding to user inquiries, troubleshooting problems, and resolving technical issues related to hardware, software, and network...

  • X2 Service Desk Agent I

    4 weeks ago

    Sandton, South Africa IOCO Full time

    iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of X2 Service Desk Agents I to join our IT support team. As Service Desk Agents, your primary duties will include responding to user inquiries, troubleshooting problems, and resolving technical issues related to hardware, software, and network...

  • X2 Service Desk Agent I

    4 weeks ago

    Sandton, South Africa IOCO Full time

    iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of X2 Service Desk Agents I to join our IT support team. As Service Desk Agents, your primary duties will include responding to user inquiries, troubleshooting problems, and resolving technical issues related to hardware, software, and network...

  • Mandarin Junior Service Desk Agent

    3 weeks ago

    Sandton, South Africa Jai Search Consultancy Full time

    **Are you a dynamic individual with a passion for communication and a knack for speaking fluent Mandarin?** As an IT Service Desk Agent, you'll be at the forefront of our operations, using your excellent people skills and foundational understanding of IT to make a real impact. **Requirements**: - Speak, read and write Mandarin fluently **Duties**: -...

  • Italian Junior Service Desk Agent

    3 weeks ago

    Sandton, South Africa Jai Search Consultancy Full time

    **Are you a dynamic individual with a passion for communication and a knack for speaking fluent Italian?** As an IT Service Desk Agent, you'll be at the forefront of our operations, using your excellent people skills and foundational understanding of IT to make a real impact. **Requirements**: - Speak, read and write Italian fluently **Duties**: -...

  • German Junior Service Desk Agent

    3 weeks ago

    Sandton, South Africa Jai Search Consultancy Full time

    **Are you a dynamic individual with a passion for communication and a knack for speaking fluent German?** As an IT Service Desk Agent, you'll be at the forefront of our operations, using your excellent people skills and foundational understanding of IT to make a real impact. **Requirements**: - Speak, read and write German fluently **Duties**: -...

  • X3 Service Desk Agents I

    2 weeks ago

    Sandton, South Africa iOCO Full time

    JOBNUMBERiOCO03030 CONTRACT TYPEContract STATE/PROVINCEGauteng CONTRACT TYPE:OnSiteThe Role:Elevate Your Career with iOCO Infrastructure Services: Where Innovation Meets Impact.We are seeking X3 Service Desk Agents I **to join our team. As a Service Desk Agent you'll be responsible for resolving complex technical issues and ensuring that our customers are...

  • X2 Service Desk Agent I

    2 weeks ago

    Sandton, South Africa iOCO Full time

    JOBNUMBERiOCO03143 CONTRACT TYPEContract CONTRACT TYPE:OnSiteThe Role:iOCO Infrastructure Services: Where Challengers and Innovators Thrive.We are currently hiring for the position of X2 Service Desk Agents I to join our IT support team. As Service Desk Agents, your primary duties will include responding to user inquiries, troubleshooting problems, and...

  • x3 Service Desk Agents I

    4 weeks ago

    Sandton, South Africa IOCO Full time

    Elevate Your Career with iOCO Infrastructure Services: Where Innovation Meets Impact.We are seeking X3 Service Desk Agents I to join our team. As a Service Desk Agent  you'll be responsible for resolving complex technical issues and ensuring that our customers are always satisfied.What you’ll do:Efficient and effective logging and allocation of...

  • x3 Service Desk Agents I

    4 weeks ago

    Sandton, South Africa IOCO Full time

    Elevate Your Career with iOCO Infrastructure Services: Where Innovation Meets Impact. We are seeking  X3 Service Desk Agents I to join our team. As a Service Desk Agent  you'll be responsible for resolving complex technical issues and ensuring that our customers are always satisfied. What you’ll do: Efficient and effective logging and...

  • German Junior Service Desk Agent

    2 weeks ago

    Sandton, South Africa Jai Search Consultancy Full time

    Are you a dynamic individual with a passion for communication and a knack for speaking fluent German?As an IT Service Desk Agent, you'll be at the forefront of our operations, using your excellent people skills and foundational understanding of IT to make a real impact.Requirements: Speak, read and write German fluentlyDuties: Providing level 1 technical...

  • IT Service Desk Analyst

    4 weeks ago

    Sandton, South Africa Blak International Full time

    JOB TITLE - SERVICE DESK ANALYST PURPOSE OF THE JOB To provide customers support in terms of services/software/network/hardware or products in the following language: English. KEY RESPONSIBILITIES: - Acquisition of the specific and required information for performing the job that the Employer provides him/her with. - Providing level 1 technical support to...

  • IT Service Desk Analyst

    7 days ago

    Sandton, South Africa Pixery Full time

    **About the Role**: We are seeking a detail-oriented and service-minded Service Desk Analyst to join our team and play a crucial role in managing our client's IT support requests. In this role, you will be the first point of contact for users logging support issues and play a key role in ensuring efficient resolution. You will utilize a ticketing system to...

  • IT Service Desk Supervisor

    4 weeks ago

    Sandton, South Africa Tsebo Group Full time

    We are seeking an IT Service Desk Supervisor to ensure the daily operational stability of the IT Service Desk. The successful candidate will oversee the IT Service Desk team, maintain ticketing systems, manage IT supplies, handle escalated user requests, and ensure efficient technical support. The role includes monitoring performance, training staff, and...

  • IT Service Desk Supervisor

    2 weeks ago

    Sandton, South Africa Tsebo Group Full time

    We are seeking an IT Service Desk Supervisor to ensure the daily operational stability of the IT Service Desk. The successful candidate will oversee the IT Service Desk team, maintain ticketing systems, manage IT supplies, handle escalated user requests, and ensure efficient technical support. The role includes monitoring performance, training staff, and...