Service Desk Agent

6 months ago


Durban, South Africa Durban University of Technology Full time

**Post: Service Desk Agents X2**
**Ref: R262, R263**
**One per, One Contract**

**Minimum Requirements**:

- Grade 12 or equivalent (NQF level 4)
- Diploma in office administration (ideal)
- Experience in Help/Service Desk and customer services/project management.

**Summary of Duties(but not limited to)**:

- Receives and attend to all requests from various stakeholders.
- Responsible for the help/Service desk function - taking calls, logging of all calls on the relevant help/service desk system for complaints to be tracked, attended to, and resolved.
- Maintain quality control of calls logged and timeous closing of calls within SLA.
- Generate work management and issue job cards; provides updated and feedback on work progress and ensure that work is executed to the satisfaction of clients.
- Ensuring that complaints are accurately and timeously logged, updated, and closed upon solving.
- Providing feedback to complainants regarding the resolution of complaints and implement, utilize, and update electronic system to plan and execute work procedures (Planned or Scheduled maintenance programs).
- Managing and following up on the work orders.
- Providing an efficient and professional reception management.
- Coordination of courier service.
- Regularly interacts with counterparts in other teams to ensure smooth handover of work between teams - work do drive enhanced processes around this.
- Assists and advises relevant internal stakeholders, and teams to the best use DUT resources and approaches.
- Prepares and submits reports/statistics of work undertaken reports to various structures as required, in accordance with the reporting schedule.
- Submit reports and feedback on clients.
- Prepare work statistics and surveys.

**Salary: Market related Contact Person**:Miss ZJ Ngcobo

**Status of Position: 1 **Permanent / 1 contract

**To Apply**:
**Kindly note**:
University’s equity policy” The University reserves the right NOT to make an appointment.


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