24/7 Service Desk Agent

4 weeks ago


Johannesburg, South Africa Mecer Inter-Ed Full time

We are looking for a Service Desk Analyst who can provide fast and useful technical assistance on computer systems. _**As an experienced SDA you will be responsible for answering queries on technical issues, log tickets and offer advice to resolve these issues. The main goal is to create value for internal **_clients to preserve the Company’s reputation and ensure ongoing sustainability.

**Roles and Responsibilities**
- Serve as the first point of contact for internal customers seeking technical assistance.
- Ensure that all tickets are responded to, followed-up, escalated and/ or resolved within the agreed SLA.
- Perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issues logged by the internal customers.
- Guide the internal customer through the problem-solving process.
- Direct unresolved issues to the next level of support.
- Record events, problems, and the resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- To ensure adherence to all Inspired processes, policies, and procedures as per prescribed compliance.
- **Extensive M365 and Google Suite knowledge **and experience required (user administration/ maintenance,
- Desktop/ hardware knowledge and experience required,
- Must have excellent verbal and written communication skills in English.
- **4 shifts across a 24-hour period that you will be required to work on a rotation basis.**

**Qualifications and Experience**:

- Must have 1 to 2 years IT Help Desk or Service Desk Experience
- Information Technology Diploma - IT Support

**Salary**: R8,000.00 - R8,500.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (required)

**Experience**:

- Service Desk: 1 year (preferred)

Shift availability:

- Night Shift (required)

Application Deadline: 2023/06/15



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