Service Desk Operator I

2 weeks 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 coordinate 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 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 ensure the customer is well informed about the problem, resolution timelines, and timeous feedback on all stages.
**Incident Escalation**:
Update the logging system with the 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.

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

**Experience**:
**Essential**
+1 Years' experience in general IT operations/support services or similar roles 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.
**Desirable**
Experience in a Retail / Wholesale / Financial Services industry (preferred)

**Knowledge and Skills**:
**Essential**
Working knowledge of MS Office Suite.
**Desirable**
Good understanding of Incident, Knowledge, and Problem Management

**Applicant Feedback Policy**:

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