IT Service Desk Agent

8 months ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients **reduced costs, risk and complexities** together with **increased quality, efficiency and productivity**. We specialise in **Catering**, **Facilities Management**, **Cleaning and Hygiene**, **Pest Control**, **Protection**, **Energy**, **Procurement**, **Workspace Design**, **Engineering, Remote Camps**, and more. **Developing our people **- the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. **DOWNLOAD OUR ONE-PAGER** to find out more about who we are in a nutshell.

**Duties & Responsibilities**:

- Incident Handling
- Responding to incoming requests for assistance via all channels. This involves diagnosing and resolving issues.
- Resolve 1st line Incidents
- Escalate and assign incidents to 2nd & 3rd level support including external vendors.
- Problem Resolution
- Assist in analysing recurring issues and underlying problems that affect IT Systems aiming at implementing a permanent fix or workaround to minimise disruptions.
- Request Fulfilment
- Managing service requests
- User Support and Guidance
- Providing clear and effective support to users on how to use various IT Systems including creating and maintaining user documentation and FAQs.
- Monitoring and escalation
- Keeping track of all incidents, escalating complex issues to higher-level technicians and specialist teams
- Reporting
- Keeping detailed logs of all incidents and resolutions. Reporting on incident patterns and potential issues to help improve IT services.
- Maintaining Service Levels
- Ensuring that all IT Support activities are completed within the agreed service levels.
- Training
- Contribute to end user training programs to enhance the competence and confidence of Tsebo end-users.
- Continuous Improvement
- Contributing to the continuous improvement of the service desk and IT services by participation in training and development
- Change/Release Management
- Assist in the Change Management Process by logging changes and ensuring the process is adhered to.
- Security Compliance
- Ensuring compliance with the organisation’s IT security policies and assisting with the management of security-related incidents.

**Skills and Competencies**:

- Great People Interactions Skills
- Knowledge of office productivity tools (Microsoft O365)
- Understanding of IT Systems, Software including troubleshooting, systems administration, and basic networks
- 2+ years’ experience working on a service desk or customer interaction role.
- Experience in addressing customer needs and handling complaints and queries effectively.
- Experience with IT Service Desk Tools (e.g. FreshService, Service Now, Jira)

**Qualifications**:

- Matric Diploma
- Tertiary IT Qualification
- ITIL Foundation Certificate or similar (Advantage)

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