Service Desk Operator Iii

3 weeks ago


Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**: To timeously and effectively respond to electronic IT user queries through the receipt and logging of incidents reported by users 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. Able to Manage, provide leadership and install the values of the service desk to a set group of Service Desk agents.

**Job Objectives**: Shift Lead - To manage a set group of Service Desk Operators by monitoring performance, performing quality checks, upskilling staff, etc - Be the First point of escalation for the Service Desk Operators I and II’s - To ensure that all incidents on the shift is handled efficiently and effectively. Provide 1st Line Support - Accurately log all ticket information - ensure full understanding and interpretation of details provided by the end user - Timeously respond to logged incidents - Provide first-line support with a focus on incident resolution - Ensure that first level problem resolution is in line with Service Level Agreement - Handle a high volume of customer calls/incidents - Provide a high level of quality service at all times - Update the reference library for future reference Incident Escalations - Update the logging system with required and appropriate information whilst adhering to organisational standards and procedures - To accurately diagnose the problem or request before escalating to the relevant specialist - Escalate any unresolved problem/request to the relevant specialist Communication - To gather an understanding of the technical problem/request - Ensure full understanding and interpretation of details provided by end user - To continuously communicate to end user about steps being taken/progress - Ensure inquiries are handled in a professional and expeditious manner Standby - To be on standby as and when needed Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts. Mon - Fri 07:00 - 16:00 (Early Shift) Mon - Fri 08:00 - 17:00 (Normal Shift) Mon - Fri 09:00 - 18:00 (Late Shift)

**Qualifications**: Essential: - Matric - SDA - A+, N+ - MCSE
**Knowledge and Skills**: Remote Support



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