Service Desk Agent I X5

2 weeks ago

Johannesburg, South Africa iOCO Full time

JOBNUMBER

**iOCO03068**
- CONTRACT TYPE

**Contract**
- CONTRACT TYPE:
**OnSite**

**The Role**:
iOCO Infrastructure Services Invites You to Explore Possibilities.

We are looking to hire **5** **Service Desk Agents I **to join our team. As a Service Desk Agent, you'll play a pivotal role in ensuring the smooth operation of IT systems by delivering timely and effective technical support to users while continuously striving to improve service quality and efficiency.

**Skills and Experience**:
**What you’ll do**:
**Process**
- Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
- Plan for task execution and adjust priorities against an established plan.
- Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
- Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
- Respond promptly to call centre calls in a professional manner, ensuring excellent and accurate client service in enhancing organisation reputation.

**Customer**
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
- Liaise and interact with customers via approved communication channels in a positive and helpful manner.
- Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.

**Finance**
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

**Learning and Growth**
- Contribute positively to own area-specific knowledge improvement.

**Governance**
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

**Communicating with Impact**
- Readily maintains open and consistent communication with other
- Competency Definition: Must be able to exchange information and ideas in a clear and concise manner appropriate for the audience, in order to explain, persuade, convince and influence other to achieve the desired outcomes.

**Customer Service Orientation**
- Readily maintains open and consistent communication with other
- Competency Definition: Commits to achieving and maintaining high-quality results and provides a prompt, suitable and personalised service to customers that meets their needs.
- Behavioural Indicators: Responds appropriately to customers requests. Takes personal responsibility for following through and providing accurate answers to customers expressed needs (eg inquiries, requests, and complaints) within the organisation's policies and procedures.

**Your expertise**:

- 1 - 2 years experience in a similar environment
- Telephone Etiquette Skills

**Qualifications required**:

- Grade 12
- A+, N+, ITIL4

**Other**:
**Problem Solving and Analysis**
- Able to systematically identify, analyse and resolve existing and anticipated problems
- Competency Definition: Must be able to systematically identify, analyse and resolve existing and anticipated problems to reach optimum solutions promptly
- Behavioural Indicators: Demonstrates an ability to quickly assess a situation and determine the best solution. Ensures that decisions are made based on policies, rules, and organizational directives in order to solve problems in the best interests of all stakeholders.

**Interpersonal Effectiveness**
- Interacts with others in an effective and efficient manner
- Competency Definition: The ability to influence a wide range of diverse individuals and groups positively
- Behavioural Indicators: Ability to engage people. Demonstrates initiative. Possesses good judgment and decision-making skills. Understands the organisation.

**Organisation and Attention to Detail**
- Is attentive in basic, routine, repetitive tasks
- Competency Definition: The extent to which one systematically employs a standard system for the organisations work processes and related resources and an overall concern for integrating all aspects of the task, situation and or work related problem
- Behavioural Indicators: Keeps a provided operational task checklist readily accessible. Seeks clarification when necessary. Uses time and resources productively to complete assigned tasks.

**Technical Competencies**
- Able to demonstrate concern for customer expectations and needs
- Competency Definition: Able to demonstrate concern for customer expectations and needs
- Behavioural Indicators: Displays understanding of different products and their key features. Able to explain the key features and how the different products/services can be used. Able to match stated customer needs to product/service offering. Demonstrates knowledge of the
- product and/or service branding.
- Query resolution
- Competency Definition: The ability to handles

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