Service Desk Operator

2 weeks ago


Edenvale, South Africa Shoprite Group Full time

Closing Date
2024/03/04
- Reference Number
SHO240226-11
- Job Title
Service Desk Operator (SDO)
- Job Type
Permanent
- Location - Country
South Africa
- Location - Province
Gauteng
- Location - Town or City
Edenvale
- 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 Advert Details
- Job Category
IT
- 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 (Essential)
- IT Certificate or Diploma (Essential)
- A+ or N+ Certification (Desirable)
- Experience
- Microsoft Products e.g. Windows, Office Suite, 365 etc. (Essential)
- Network Topologies, support and setup thereof (Desirable)
- TCP/ IP Networking (Desirable)
- 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
- 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.



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