Service Desk Technician

5 months ago

Cape Town, South Africa Cape Union Mart International Full time

**Responsibilities**:

- Field and Prioritize Calls: Receive, log, and prioritize incoming calls from users regarding IT issues, ensuring that urgent problems are addressed promptly.
- Escalation Management: Identify and escalate complex issues to second and third-line support teams, providing detailed information to facilitate swift resolution.
- After-Hours Support: Participate in an on-call rotation to provide after-hours support, ensuring continuity of service for critical business operations.
- Service Improvement: Proactively identify areas for service improvement on the service desk, suggesting and implementing solutions to enhance efficiency and effectiveness.
- Shift Work: Work rotating shifts from Monday to Sunday as per the agreed schedule, ensuring coverage during peak times and business hours.
- Administrative Duties: Perform administrative tasks related to incident management, including logging, and updating tickets, maintaining documentation, and producing regular reports on service desk performance.

**Requirements**:

- Service Desk Experience: Minimum 2-3 years of experience in a service desk or technical support role, with a proven track record of resolving user issues effectively.
- Retail Experience (Advantageous): Prior experience in the retail industry would be advantageous, particularly in understanding the unique IT requirements and challenges of retail environments.
- IT Qualification (Advantageous): Tertiary qualification or relevant certification in IT is advantageous, demonstrating a solid foundation in IT principles and practices.
- Technical Skills: Proficient computer literacy with working knowledge of Microsoft Office suite, Point of Sale (POS) systems, Oracle Retail and SAGE X3 or similar ERP software.
- Understanding of Computer Hardware: Familiarity with computer hardware components and terminology, enabling effective communication with users and troubleshooting hardware-related issues.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate technical information clearly and effectively to users of varying technical abilities.
- Interpersonal Skills: Strong interpersonal skills with the ability to liaise with stakeholders at all levels of the organization, fostering positive relationships and delivering exceptional customer service.
- Problem-Solving Ability: Strong problem-solving skills with the ability to analyse issues, prioritize tasks, and implement effective solutions under pressure.
- Team Player: Self-motivated team player with the ability to collaborate effectively with colleagues, contributing to a positive and supportive work environment.
- Ability to Manage Pressure: Ability to manage the demands of a pressurized work environment, remaining calm and focused while addressing user issues and meeting service level targets.

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