MS Service Desk Specialist

1 week ago

Cape Town, Western Cape, South Africa Dimension Data Full time
Job Title: MS Service Desk Agent

Job Summary:

The MS Service Desk Agent is the primary point of contact for clients and vendors, responsible for handling incoming calls, chat requests, or tickets and resolving resulting incidents or service requests in accordance with established procedures and expectations.

Key Responsibilities:

  • Receive, log, validate, and diagnose client requests, leveraging standard tools, platforms, and processes to ensure timely resolution.
  • Utilize MS product and process knowledge to respond to tickets, providing first-call resolution whenever possible.
  • Provide timely updates to clients on pending requests or tickets, working closely with resolver groups and other functions to ensure seamless communication.
  • Produce breach and aging reports for tickets opened by the service desk, identifying areas for process improvement and recommending enhancements.

Requirements:

  • General Qualification in Technology (Technical Diploma) or equivalent.
  • A minimum of two years experience as a technical support professional with knowledge of the MS Service Desk environment and/or as an end user with basic troubleshooting skills.
  • Excellent customer service skills and ability to communicate effectively both verbally and in writing.
  • A minimum of 3 years experience in a customer service environment.
  • At least two years of experience with IT support, troubleshooting, and service desk.

Attributes and Skills:

  • Ambitious self-starter with ability to work under guidance.
  • Methodical approach to ticket resolution and ability to use sound judgment to escalate issues.
  • Excellent attention to detail and client-focused attitude.
  • Strong and effective verbal and written communication skills.

Working Hours:

8-5pm schedule.

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