T2 & T3 Service Agents

6 months ago

Bellville, South Africa Job Crystal Full time

dynamic, vibrant and growing IT company is looking for an Specialist Service Agent (Strong T2 or entry-level T3) to be 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.

**DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO**:
Compliance with the Ticket Lifecycle Management: focus areas include, but are not limited to:

- 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: focus areas include, but are not limited to:

- Compliance with customer rules, processes and procedures while attending to work at customer offices.
- Compliance with Onsite Statement of Work (SoW).

Escalations: focus areas include, but are not limited to:

- 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): focus areas include, but are not limited to:

- 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.
- Incident and Problem Management: Assist with troubleshooting when tickets may become challenging for team members and your experience is required. Assist with overflow work when teams are struggling with capacity.
- Change Management: Enforce discipline and ensure changes are planned with key stakeholders, and well communicated.
- Incident Management: Identify and perform root cause analysis. Report findings

**REQUIREMENTS**:

- Matric or NQF equivalent.
- A+ and N+ or equivalent.
- Microsoft MCSA or MCSE.
- Certification in Microsoft 365 and Azure environments.
- Certification or Degree in IT advantageous.
- Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous).
- Strong network implementation skills are essential.
- 5+ years practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician.

Personal Competencies
- Strong interpersonal & leadership skills.
- Excellent decision-making 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 follow-up 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.

**Salary**: R26 000,00 - R30 000,00 per month

**Experience**:

- Customer service: 1 year (preferred)

Ability to Commute:

- Bellville, Western Cape (required)

Ability to Relocate:

- Bellville, Western Cape: Relocate before starting work (required)

  • IT Service Agent

    5 months ago

    Bellville, South Africa HR Talent Partner Full time

    **Job Overview**: **Date Posted**: Posted 23 hours ago- **Location**: Bellville, Western Cape- **Job Title**: IT Service Agent (T2 / T3)- **Education Level**: Diploma- **Job Level**: Intermediate- **Minimum Experience**: 3 - 5 Years**IT Service Agent (T2 / T3) required in Bellville.**: A leading Managed IT Services Provider is looking for a ‘‘IT Service...

  • Service Desk L1 Agent

    6 months ago

    Bellville, South Africa Nexio Full time

    **ROLE PURPOSE** While providing the highest customer service, the service desk agent answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customers request in a timely fashion. The Service desk agent provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G),...

  • Service Desk Agent

    2 months ago

    Bellville, South Africa Sanlam Full time

    **Who are we?** Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...

  • Tier 2 IT Service Agent

    6 months ago

    Bellville, South Africa Job Crystal Full time

    A leading micro-payment processing service aggregator is looking for a smart, creative, hard-working Payments Account Manager. **DUTIES AND RESPONSIBILITIES**: - Find and onboard strategic regional suppliers - Find and onboard strategic sites for vaults and super wallets - Lead and manage the vault sales rep - Sign up key users and influencers to super...

  • Call Centre Agent

    2 months ago

    Bellville, South Africa Legal Hero Full time

    Call Centre Sales Agent required for outbound sales of Insurance products. Requirement: 26 years and older - Minimum of 2 (two) years experience as a call centre sales agent (selling insurance or financial services products). Track record of sales experience. Working hours from 08h00 to 16h30 Mondays to Fridays. Great working environment. Pay: R5 000,00 -...

  • Call Centre Agent

    4 months ago

    Bellville, South Africa Bet.co.za (Pty) Ltd Full time

    **Our successful Call Centre Agent will** - Guide customers through the site and/or mobile phones and assist them in using the various - services and products offered - Drive brand loyalty through a personalised customer experience - Correctly escalate issues to internal teams - Delivers prepared scripts to welcome new customers and explains promotions and...

  • Activations and Relationship Co-ordinator

    4 months ago

    Bellville, South Africa Bayport Financial Services Full time

    To support the Corporate and Activations Managers, Area and Branch Managers with planning, implementing, managing and measuring predetermined relationship building and employee engagement activities. Provide support to the relationship and activations manager, Plan, co-ordination and implementation of effective activations, financial wellness days and...

  • Experienced Telesales Agent

    6 months ago

    Bellville, South Africa Baruch Marketing Management Solutions Full time

    **Baruch Marketing Management Solutions**: - Baruch Marketing Management Solutions, a leading name in the insurance industry, is expanding its team and inviting Experienced Sales Agents who are dynamic individuals to join our team. Baruch has an extraordinary opportunity for you!_ **About us**: Baruch is a registered FSP and telemarketing company in the...

  • Service Desk Manager

    5 months ago

    Bellville, South Africa Health Solutions Full time

    **Introduction** Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by...

  • Sales Agent

    6 months ago

    Bellville, South Africa Telkom Express Feathercom Full time

    Sales Agents approach potential customers, conduct professional and enthusiastic sales presentations, in indicated promotional areas and inside of Feathercom pop-up/kiosks, to attract and increase business within the Feathercom channel. The main accountabilities are the achievement of all sales targets, follow policies and procedures (OHS and COVID-19,...

  • Sales Agent

    1 month ago

    Bellville, South Africa Telkom Express Feathercom Full time

    Sales Agents approach potential customers, conduct professional and enthusiastic sales presentations, in indicated promotional areas and inside of Feathercom pop-up/kiosks, to attract and increase business within the Feathercom channel. The main accountabilities are the achievement of all sales targets, follow policies and procedures (OHS and COVID-19,...

  • Designated Agent- Bellville

    4 months ago

    Bellville, South Africa Building Industry Bargaining Council Full time

    POSITION OFFERED BIBC DESIGNATED AGENT - CLIENT SERVICES DEPARTMENT - BELLVILLE OFFICE. To implement the end-to-end client service, monitoring and enforcement process for a specific allocated area, therefore contributing to fairness (for both the employer and employee) in the building industry through adherence to the collective agreement. This position...

  • Collections Agent

    1 month ago

    Bellville South, South Africa Skills Academy Supported Learning Full time

    **Position: Collections Agent** **Location: Unit 53B Corner of Peter Barlow & Robert Sobukwe Road Bellville South. MegaPark** **Company: Skills Academy Supported Learning Pty Ltd** **Who Are We Looking For?** Are you organized, proactive, and eager to work in a fast-paced environment? Skills Academy is looking for a dedicated **Collections Agent** who...

  • 6 Month Contract

    6 months ago

    Bellville, South Africa Isilumko Staffing Full time

    One of is in need of a Customer service Call centre Agent (Outbound) to join them in Bellville on a 6 month contract. Pharmaceutical products wholesaler. Looking for an energetic, target call centre agent who is a hunter Offers a great customer service to clients Taking order from customers and upselling Must have a clear criminal record Top performer -...

  • 3-4 Years Experienced Sales Agent

    6 months ago

    Bellville, South Africa Baruch Marketing Management Solutions Full time

    **Baruch Marketing Management Solutions** - Baruch Marketing Management Solutions, a leading name in the insurance industry, is expanding its team and inviting Experienced Sales Agents who are dynamic individuals to join our team. Baruch has an extraordinary opportunity for you!_ **About us**: Baruch is a registered FSP and telemarketing company in the...

  • Call Centre Agent

    6 months ago

    Bellville, South Africa Isilumko Staffing Full time

    We are seeking a dynamic Customer Service Call Center Agent (Outbound) to join our team in Bellville, Western Cape, on a 6-month contract. Our client is a wholesaler of pharmaceutical products. - High energy levels and a proactive approach to achieving targets - Demonstrated ability to deliver exceptional customer service - Proficient in order-taking and...

  • Face to Face Distribution-commercial Agent

    5 months ago

    Bellville, South Africa Rhema Recruitment Agency Full time

    Overview and Purpose of the Role: Our business product offering has grown significantly over the years which has led to the development of the face to face distribution channel. To facilitate this model the positions of Commercial Agents (Face to Face) have emerged. The incumbent of this newly created position will be responsible for growing and developing...

  • Telemarketing Sales Agent

    6 months ago

    Bellville, South Africa Baruch Marketing Management Solutions Full time

    **Baruch Marketing Management Solutions**: - Baruch Marketing Management Solutions, a leading name in the insurance industry, is expanding its team and inviting young dynamic individuals to join us in various roles. Whether you excel in sales, lead generation, or prefer field operations, Baruch has an opportunity for you!_ **About us**: Baruch is a...

  • Call Centre Agent

    2 months ago

    Bellville, South Africa Jobted ZA C2 Full time

    We are currently looking for a dynamic Customer Service Call Center Agent (Outbound) to join our team in Bellville, Western Cape. Our client, a wholesaler of pharmaceutical products, requires someone with exceptional skills to engage with customers and drive sales. Key Responsibilities: - Conduct outbound calls to customers to promote products and...

  • Portuguese Customer Service Agents

    1 month ago

    Bellville, South Africa Job Crystal Full time

    A dynamic, vibrant and growing cosmetics business is looking for a Customer Service Consultant to join their Call Centre team. The main role of the Customer Service Consultant is to play a pivotal role in enhancing member experience by acting as mentors and coaches to support and guide members through their business journey to get a clear understanding of...