Service Desk Operator

6 months ago


Edenvale, South Africa Shoprite Group Full time

**Purpose of the Job**:

- Answering Calls
- Making sure EODs are run
- Running daily back ups
- Shipping of Equipment
- Assisting with First Line Support
- Raising logs
- Meticulous time keeping
- Rotational weekend shifts
- Escalation process
- Duties may change according to business requirements
- Deal effectively and timeously with customer complaints and ensure that complaints are resolved or escalated in line with agreed standards
- Act in a customer-centric manner that is in line with the service code.
- Meet and exceed the requirements of internal and external customers.

**Job Objectives**:
**_ MAIN ACTIVITIES:_**
- Logging incidents/service requests
- Follow up and update incidents
- Resolving incidents
- Escalating Incidents
- Use remote tools effectively
- Reported incidents must be resolved or a workaround found within agreed SLA (service level agreement)

**_INDICATORS (KPI):_**
- Consistently follow processes and procedures
- Perform post-resolution follow ups
- Ratio of calls resolved at Service desk
- % of calls escalated correctly to the relevant area

**Qualifications**:

- Matric
- IT Certificate or Diploma
- A+ or N+ Certification
- MCSE Certification

**Experience**:

- Microsoft Products e.g. Windows, Office Suite, 365 etc.
- Network Topologies, support and setup thereof
- TCP/ IP Networking

**Knowledge and Skills**:

- Good listening skills
- Multitask
- Telephone Etiquette
- Knowledge of Information Technology Service Management system
- Analytical
- Investigative
- Empathy
- Questioning
- Probing
- Knowing ShopRite Furniture processes, IT equipment, Retail functional requirements
- Best service desk practices
- All Shoprite Furniture process and procedures

**Applicant Feedback Policy**:



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