IT Service Agent

2 weeks ago

Bellville, Western Cape, South Africa HR Talent Partner Full time
Job Overview

Expiration date:

25 February 2024

Location:

Bellville, Western Cape

Job Title:

IT Service Agent (Tier 2)

Salary:

R24,000 - R27,000

Education Level:

Certificate

Job Level:

Intermediate

Minimum Experience:

  • 5 Years
IT Service Agent (Tier 2) - Bellville, Cape Town.


A leading Managed IT Services Provider is looking for a ''IT Service Agent'' to join their team on a full-time permanent basis in Cape Town.

Excellent compensation package plus internal career advancement opportunities.

About the role:


The primary role of the IT Service Agent (T2) is responsible for providing technical support and assistance to all clients.

The IT Service Agents may interact with customers by phone or in-person to
identify and diagnose issues, categorize and record reported queries and provide solutions.


The IT Service Agents will advise users on appropriate course of action, monitor issues from start to resolution and deal with escalations when required.


Requirements:

  • Matric or NQF equivalent
  • A+ and N+ or equivalent
  • Microsoft MCSA or MCSE
  • Experience in Microsoft 365 and Azure environments
  • Certification or Degree in IT advantageous
  • Experience working with ITIL and COBIT5 frameworks (certification will be advantageous)
  • Practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician
  • Experience with: general IT equipment Desktops, hardware/software, Applications Switches, routers, Microsoft Servers, server literacy

Duties and Responsibilities:

  • Compliance with the Ticket Lifecycle Management:
  • Respond to logged tickets, and log ticket if no ticket exists
  • Ensure tickets are classified & prioritized accurately
  • Ensure time entries are captured accurately, consistently, and timeously
  • Provides regular and timely updates to all parties (internal and external) on incident statuses
  • Ensure quality communication and that updates and resolutions meet stakeholder requirements
  • Field Support:
  • Compliance with customer rules, processes and procedures while attending to work at customer offices
  • Compliance with Onsite Statement of Work (SoW)
  • Escalations:
  • Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response
  • Notify relevant stakeholders
  • Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly)
  • Provide root cause analysis for major incident in the form of a Major Incident Report
  • IT Information Library (ITIL) and IT Service Management (ITSM):
  • Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies
  • Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date
  • Release and

Deployment Management:
Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice

  • Configuration Management: Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined
  • Ensure subscriptions are tracked and renewed, with renewal reminders in place
  • Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunities

Personal Attributes:

  • Strong interpersonal & leadership skills
  • Excellent decisionmaking skills
  • Ability to analyse and resolve problems
  • Fluent verbal and written English communication skills
  • Professional and confident communicator
  • Effective listening skills
  • Dynamic and high energy levels
  • Good followup skills
  • Be patient, tactful, diplomatic, and approachable
  • Ability to work under pressure and meet deadlines
  • Work accurately, meticulous, and high attention to detail
  • Excellent organizational, planning and time management skills
  • Ability to multitask and prioritize
  • Strong administration skills
  • Enjoy working in a team, but also can work independently
  • Computer literate
  • Only open to South African citizens.

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