Service Desk Operator
2 weeks ago
**Purpose of the Job**:
First single point of contact for the all users within the Shoprite Furniture Division who require assistance from the Furniture IT Service Desk with any IT related queries.
**Job Objectives**:
**General Tasks**
- 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
**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 work around 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
**Competencies**
- Communication
- Attention to Detail
- Well mannered
- Well spoken
- Flexibility and availability
- Being a team player
- Decisive
- Communicate
- Supportive
**Customer Service**
- 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.
**Qualifications**:
- Grade 12 (Matric)
- _Essential_
- Information Technology Certificate or Diploma
- _Essential_
- A+ or N+ Certification
- _Essential_
- MCSE Certification
- _Desirable_
**Experience**:
1 - 2 years working experience in IT
**Knowledge and Skills**:
**Knowledge**
- Knowing ShopRite Furniture processes, IT equipment, Retail functional requirements
- Best service desk practices
**Skills**
- Good listening skills
- Multi Task
- Telephone Etiquette
- Knowledge of Information Technology Service Management system
- Analytical
- Investigative
- Empathy
- Questioning
- Probing
**Applicant Feedback Policy**:
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