Service Desk Operator

2 months ago


Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and co-ordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies knowledge of company IT systems and products to conduct troubleshooting, analysis and resolution or escalation of the user incidents within established company standards and timelines.

**Job Objectives**:
Provide 1st Line Support:
Perform 1st line technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
Provide high quality service during customer interactions, and ensuring the customer is well informed about the problem, resolution timelines and timeous feedback on all stages.

Incident Escalation:
Update the logging system with required and appropriate information, ensuring an accurate understanding and interpretation of details provided by the end user.
Adhere to the established organisational standards, procedures, and timelines.

Communication:
Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy-to-understand and detailed for the end user.
Continuously communicate incident progress or resolution steps to clients.
Must be able to speak English and Portuguese.

**Qualifications**:
Matric / Grade 12 certification.
A+ or N+ Certification.
National Certificate in IT (Customer Support: Level 5).

**Experience**:
+1 Years' experience in general IT operations/support services or similar role with knowledge of 1st line support service and experience resolving and escalating IT related queries within a service desk support environment in a retail context.
Experience in a Retail / Wholesale / Financial Services industry.

**Knowledge and Skills**:
Working knowledge of MS Office Suite
Technical Proficiency and understanding of services - Understands technical information and a good range of IT support services to adequately perform on the job and guide customers towards a solution.
Service Support and Customer orientated - Committed to providing high-quality customer service.
Empathizes with customers and ensures their customer needs are understood, problems timeously resolved, and expectations met and resolving queries as well as leaving a good impression. Always thinking of the customer first attitude.
Excellent written and verbal communication skills ability to convey information and data clearly, accurately, and succinctly with the ability to simplify technical concepts and convey messages and ideas to users across organisational levels.
Analytical and good problem-solving skills - Comprehends new information to generate insights while proactively investigating courses of action to identify feasible solutions.
Well-developed interpersonal skills - able to interact, engage and maintain professional relationships with people at all levels of the corporate structure, and enjoys. Authentic and builds positive rapport with customers.
Able to work under pressure, prioritize and balance numerous competing demands in a high-volume, high pressurized, fast-paced working environment.
Energetic and vibrant, and enjoys working in a dynamic, fast paced environment.
Comfortable with change and adapting to different requests.

**Applicant Feedback Policy**:


  • Service Desk Operator

    4 months ago


    Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and co-ordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies...


  • Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and co-ordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies...

  • Front Desk Manager

    2 months ago


    Brackenfell, South Africa Sorbet Glengarry Full time

    **Front Desk Manager - Sorbet Glengarry** **Key Responsibilities**: - Coordinate and manage front desk operations and staff. - Strong focus on driving monthly sales targets - services and retail. - Manage appointment bookings and client inquiries. - Handle administrative duties and ensure accurate cash ups. - Manage guest complaints and resolve issues...


  • Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: **Job Objectives**: **Employee Centric Delivery** Providing excellent customer service experience to all Shoprite employees with clear communication and feedback to employees as customers of people services. Participating in all People Service Desk activities to support the Group’s employee value proposition and related employee...


  • Brackenfell, South Africa BCXP Full time

    Business unit, Department, Reporting **Business Unit**: CPS **Department**: Field Services **Reports to**: Tech Officer: Call Desk Team Leader Core Description Provide a service that will exceed the expectations of the Company’s customers - both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time,...


  • Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the 2nd Line Support Agent is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by Service Desk and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations. This...

  • Receptionist

    5 months ago


    Brackenfell, South Africa Ribbens Office National Full time

    Ribbens Office National seeks punctual, friendly and well organized Front desk Receptionist/Administrator that thrives in increasing efficiency and executes smooth operations at the front desk and in the office. The Receptionist is responsible for portraying a professional image either by phone or in person with students, clients, suppliers, staff,...


  • Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the Data Administrator is to provide data administrative services to the enterprise by verifying the validity of helpdesk requests and accurately capturing and updating, master data in line with Shoprite standards to ensure a seamless flow of accurate data and maintain data quality. The role centralises the...


  • Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: **Job Objectives**: Work with Analysts, Developers, Programmers and business to identify and resolve assigned software issues and effectively support end users. With support and guidance from the Senior/Lead specialist review and give input into technical design specifications. Provide technical support to end users, including support...

  • Helpdesk Support Agent

    5 months ago


    Brackenfell, South Africa BCXP Full time

    Business unit, Department, Reporting **Business Unit**: **Department**: Specialist Solutions: Octane **Reports to**: Ops Manager: Remote Service Desk Core Description Provide Remote assistance to the customers using appropriate solutions that satisfy client needs and BCX methodologies. Ensure that all SLAs are met, and customers are contacted within the...

  • Operations Assistant

    5 months ago


    Brackenfell, South Africa PROVISIONISR Full time

    Provision-ISR is a leading distributor of high-quality digital surveillance products. Our focus is on providing excellent service and personalized solutions to meet our customer’s needs. We continuously strive to improve and set the industry standard for performance and reliability. **Role Description**: This is a full time in site role for an operations...


  • Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Services Team Lead role is to provide team leadership and functional operational excellence in the...

  • Service Bookings Clerk

    5 months ago


    Brackenfell, South Africa Ikon Consulting Full time

    Salary Basic between R10K and R12K + early bird + overtime + incentives + medical aid & provident fund company contributions. Description As a Service Bookings Clerk, your role is crucial in ensuring the smooth operation of the Service Department. You are the first point of contact with the client and this is a very important role. - Customer Interaction:...


  • Brackenfell, South Africa Shoprite Group Full time

    **Job Objectives**: **Employee Centric Delivery** - Working with business owners to develop business requirements and functional specifications documents where applicable in alignment with IT standards. - Developing technical documentation and system configuration files in alignment with relevant policies and procedures. - Coordinating UAT testing for the...


  • Brackenfell, South Africa BCXP Full time

    Business unit, Department, Reporting **Business Unit**:Department**: **Job grade**: OP2 Core Description Provide a service that will exceed the expectations of the Company’s customers - both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained...

  • Hotel Night Auditor

    7 months ago


    Brackenfell, South Africa BGA Recruitment Full time

    **_Drivers Licence Required:_** **Our Client in Kuils River is looking for an experienced Night shift Auditor** Driving guests and staff around the estate. Front of House skills (well presented person to greet clients and visitors) Switchboard operating Great verbal and written communication Sending out Debtors statements Assisting with functions or...


  • Brackenfell, South Africa Shoprite Group Full time

    Closing Date - 2024/10/23 - Reference Number - SHO241016-2 - Job Title - People Systems Specialist - Job Type - Permanent - Location - Country - South Africa - Location - Province - Western Cape - Location - Town or City - Brackenfell, Cape Town - Purpose of the Job - Job Advert Details - Job Category - Human Resources - Job Objectives **Employee Centric...


  • Brackenfell, South Africa Dental and Ortho clinic Full time

    **Dental and Ortho (Pty) Ltd.** **Dental & Administrative Assistant - Job Description.** **Job Summary** The Dental & Administrative Assistant's duties are to perform a variety of administrative, dental, orthodontic and clerical tasks as it is a broad and vital function of the business. Duties of the Administrative & Dental Assistant include providing...


  • Brackenfell, South Africa ShopriteX Full time

    **Role Purpose**: The purpose of the eCommerce Regional Operations Support Manager role is to drive operational efficiency within an assigned region with the aim of delivering on the operational goals and objectives of the eCommerce chapter. The role forms part of the operations team and assumes end-to-end accountability for a region, supporting stores,...


  • Brackenfell, South Africa Exceed Hr Full time

    Reference: 8128 MLR Consultant**:Michelle le Roux** - Conduct on-site visits to clients to carry out fault finding and servicing of existing automation and control products and systems as supplied by the company. - Conduct on-site visits to clients to carry out the installation, setup, testing, and commissioning of new automation and control products and...