Service Desk Agent

4 days ago

Cape Town, South Africa Apex Group Full time
Job title : Service Desk Agent Job Location : Western Cape, Cape Town Deadline : December 14, 2024 Quick Recommended Links
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Description

  • The Service Desk Agent is the first line of contact for the Service Desk. This role is responsible for conducting initial problem determination/analysis and either resolving or assigning calls to relevant technical areas. User facing and ensures that the ticket management process is correctly executed with desired outcomes.

Job specification

  • Answering Service Desk calls promptly and in a professional and courteous manner.
  • Providing prompt, efficient, detailed, user-oriented service to Maitland Users.
  • Working with other User support teams to ensure a consistent and high-quality level of support.
  • Actively seeking solutions to User needs, communicating trends to management, and suggesting innovative solutions on behalf of the user experience.
  • Monitor Cherwell for tickets assigned to the queue.
  • Promptly acknowledge and provide efficient 1st line support for tickets in the queue.
  • Promptly acknowledge and route tickets to correct resolver groups where 1st line support is not possible.
  • Communicate and document resolutions.
  • Pro-actively add knowledge to the knowledge base.
  • Log and Complete Cherwell records for ALL calls, accurately and timeously.
  • Improve the support process by making recommendations.
  • Share client feedback with relevant teams and team members and collaborate to ensure above expectation results;
  • Other duties as assigned.

Skills Required:

  • Excellent telephone manner;
  • Dedicated, methodical, responsible, ethical and diplomatic in the way you work;
  • Excellent communication and interpersonal skills (both verbal and written);
  • Fully PC literate;
  • Excellent command of the English language;
  • Good time management skills;
  • Attention to detail;
  • Ability to self-study;
  • Quick and adaptive learner;
  • Professional and presentable;
  • Ability to work unsupervised;
  • Proactive and deadline driven;
  • Passionate about user service;
  • The ability to quickly establish rapport with users;
  • The ability to understand when to escalate problems to a superior;
  • The ability to deal with conflict;
  • The ability to work under pressure;
  • The ability to ‘own’ a task from inception to resolution;
  • The ability to manage and prioritise multiple tasks;
  • The ability to clearly write information;
  • The ability to clearly communicate a logical process;
  • The ability to screen telephone calls appropriately to ensure that calls are not transferred unnecessarily;
  • The ability to communicate clearly with technical and non-technical audiences, both verbally and written;
  • Ability to work in teams and in a team environment;
  • The ability to open and close service desk tickets as well as manager the classification, the assignments, tracking and completion of requests;
  • Technically proficient.

Attributes:

  • Excellent communication and interpersonal skills (both verbal and written);
  • Must have excellent command of the English Language;
  • Must be able to work unsupervised;
  • Must be organized, methodical, dedicated and , responsible in approach to work;
  • Must  be honest reliable and have good work ethics;
  • Must be  able to pay attention to detail;
  • Must have the ability to self-study and must be a quick and adaptive learner;
  • Must be proactive and deadline driven;
  • Must be diplomatic and professional at all times;
  • Display a sincere commitment, dedication and enthusiasm.

Key Accountability

  • Matric;
  • ITIL Foundation (Preferrable)

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