Service Desk Agent

6 months ago


Johannesburg, South Africa Pink Elephant Full time

JOB TITLE - SERVICE DESK AGENT

DUTIES AND RESPONSIBILITIES:

- Incident Handling: Ticket Resolution: Receive, log, and categorize incidents and service requests.

Troubleshooting: Diagnose and resolve technical issues or escalate them to the appropriate support groups.
- Customer Interaction. User Support: Provide frontline support to end-users, addressing their technical issues or inquiries. Communication: Maintain clear and concise communication with users, keeping them informed about the status of their requests.
- Knowledge Base Utilization: Documentation: Contribute to and utilize a knowledge base for known issues and solutions. Self-Help Guidance: Provide users with guidance to resolve common issues independently.

Hardware Support: Provide basic support for hardware-related issues, such as computer peripherals and mobile devices.
- Ticket Management. Ticket Prioritization: Prioritize and manage the resolution of incidents based on urgency and impact. Documentation: Keep detailed records of user interactions and actions taken in the ticketing system.
- Escalation: Escalation Procedures: Follow established procedures for escalating complex issues to higher-level support teams. Coordination: Collaborate with other IT teams to ensure timely resolution of escalated issues.

SKILLS/EXPERIENCE REQUIRED:

- 3-5 years’ experience in ServiceNow, Service Desk call handling

**Job Types**: Full-time, Permanent

**Experience**:

- Service Desk call handling: 3 years (preferred)
- ServiceNow: 3 years (preferred)


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