Senior IT Service Desk Specialist
5 days ago
About the Role
We are seeking a highly skilled Senior IT Service Desk Specialist to join our team at Gijima Holdings.
Salary: R250,000 - R300,000 per annum (dependent on experience)
Job Description
- Serve as a Single Point of Contact (SPOC) for User Community to log Incidents and Service Requests, utilizing excellent communication skills to build rapport with customers.
- Perform initial diagnosis and attempt First Call Resolution or dispatch to Resolver Groups, ensuring prompt resolution of technical issues.
- Individual/one-to-one communication with customers/users, providing unique reference numbers and management information.
- Assign/re-assign service calls to incident handling staff, processing customer information and data quickly & Accurately.
- Enter information while on the phone with clients (Real time capturing), understanding client requirements and capturing accordingly to ensure 1st time resolution when second line or Field Support attend to incidents.
Required Skills and Qualifications
- Formal Education: Grade 12 or equivalent certificate, NQF 5- Systems support, Certificate in IT or Call Centres advantageous, Diploma in IT and/or Business advantageous.
- Experience: 1-2 years experience in IT Call Centre Environment.
- Technical/Legal Certification: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), ITIL v3 Foundation Certification, Apple Certification advantageous.
Benefits
- Excellent opportunity to develop your skills and advance your career in IT.
- Work in a dynamic and supportive team environment.
- Competitive salary and benefits package.
Others
- Conscientiousness, Problem Solving, Attention to detail, Customer orientation, Resilience/Fortitude, Excellent communication skills, Ability to work well in a team, Team Development and Support.
- Actively participate in enhancing the Productivity of the team, Knowledge sharing, Identify and communicate process failures along with suggested improvements, Contribute to the Solutions Database.
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