Service Desk Agent

2 weeks ago


Rosebank, South Africa Blue Ocean IT Services Full time

**Purpose**:

- To ensure effective and efficient Service Desk services, 1st level support are delivered to the customer.

**Main Responsibilities**:

- First point of contact for customers end-users during the scheduled shift period
- Provide 1st level IT support telephonically and/or via remote take over
- Adhere to the KPIs and SLAs agreed with the customer
- Ownership of all tickets throughout the ticket lifecycle
- Directly reporting into the allocated TL for the account and will be working closely with him/her towards one common goal, customer service excellence
- Responsible for following established IT processes and supporting new ones.
- Ensure all technical work arounds, solutions are documented and published on the Knowledge Base
- Queue management, trend recognition and assignments of Tasks
- Adhere to Company policies

**Experience Required**
- 1-3 years' IT Service Desk Experience on 1st level support
- Advanced Technical Trouble Shooting Experience

**Qualifications**
- A+ (min Desired)
- N+ (min Desired)
- MCSE (Wish)
- ITIL® foundation
- SDI - Service Desk Analyst Certified
- Any other ITIL Intermediate Courses
- Be able to manage under pressure and lead by example
- Communicate in a professional manner i.e., verbally and written, English
- Possess excellent knowledge of customer processes and activities
- Be professional
- Be well English spoken
- Possess a positive and passionate mind-set
- Display the ability to work proactively with little direct supervision
- A team player
- Be punctual
- Have a flexible approach to work and problem solving
- Be detailed oriented
- Be willing to work Shifts/Weekends/Public Holidays

**Salary**: R14,000.00 - R17,000.00 per month

Ability to commute/relocate:

- Rosebank, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- IT Service Desk: 2 years (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (required)
- Overnight Shift (required)

Application Deadline: 2023/09/15



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