Service Desk Agent

4 days ago

Sandton, South Africa JSE Limited Full time

Job Purpose/ Job Summary: Apply cost effectiveness principles in everyday delivery to contribute to achievement of departmental financial targets. Ensure system related queries are resolved timeously and accurately to meet JSE Service Level Agreement Business Objectives through prioritising of logged calls on Service Now system.

Financial / Business Objectives
  • Apply cost effectiveness principles in everyday delivery to contribute to achievement of departmental financial targets.
  • Ensure system related queries are resolved timeously and accurately to meet JSE Service Level Agreement Business Objectives through prioritising of logged calls on Service Now system.
Client Service and Relationships
  • Understand client requirements better by prompting them for more information regarding the incident or request to solve the request timeously and accurately.
  • Communicate professionally to clients by providing them with regular updates on the incident or request logged to maintain good client relationships.
  • Receive customer feedback through the Customer Service System Surveys and use this information to maintain and improve customer service to the business.
  • Build and maintain relationships with IT teams to ensure service delivery standards are met by creating open channels of communication with them to maintain consistent customer service to the JSE internal stakeholders.
Management and/or Process
  • Log and assign stakeholder calls to the appropriate team responsible for resolving specific stakeholder incidents and track and monitor calls until resolution is received to provide stakeholders with accurate feedback.
  • Identify root causes of incidents and requests to provide timeous customer service to internal stakeholders by escalating the requests and incidents quickly.
  • Monitor calls in the email queue to ensure calls are managed within the required timeframe to maintain consistent customer service levels within the business.
  • Ensure the shortest possible call handling time to identify the user's problem by prompting the internal user for more information regarding the request to solve requests timeously and accurately.
  • Perform limited First Line Support function for known recurring incidents where the workaround or solution is documented and approved.
  • Ensure that there is correct use of Help desk solution through updating the availability using the solution presence to avoid abandoned calls.
  • Complete and distribute the Daily Dissemination and Production Reports to business and IT stakeholders timeously and accurately to provide stakeholders with updated IT information and trends.
  • Identify Service Now System Reports by following up on unassigned and outstanding ESM calls to ensure long outstanding calls are resolved and updated on Service Now and that stakeholder expectations and service levels are met.
  • Ensure feedback on Logging and Reporting Priority outages is received from IT teams and that feedback is provided to the stakeholders within the agreed Service Level Agreement timeframes.
  • Escalate breached stakeholder request and incident tickets to the IT Teams and Leaders to ensure requests and incidents are resolved timeously in accordance with Service Level Agreements.
  • Adhere to JSE company policies and procedures to ensure compliance to meet the JSE service level agreement stakeholder service requirements.
Leadership and Learning
  • Improve personal capability and professional growth in line with JSE objectives by discussing development needs and proposed solutions with management.
  • Be an effective team member encouraging teamwork and freely sharing knowledge.
  • Visibly live the JSE values contributing to the achievement of divisional objectives.
  • Manage self in terms of development, delivery and act as a self-starter.
Transformation and Innovation
  • Identify, share and implement value adding improvement/innovative ideas and solutions contributing to divisional and JSE results.
Minimum Requirements
  • Matric
  • ITIL Foundation Certificate
  • B Degree / B Tech Information Technology
  • 3 – 5 years Customer Support Experience in an IT call centre or Service Desk
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