Service Desk Specialist
1 month ago
Job Summary:
The Service Desk Agent is a key role within our Service Desk team, responsible for providing technical support to our customers. As a Service Desk Agent, you will be the first point of contact for customers seeking assistance with our products and services.
Responsibilities:
- Respond to customer inquiries via phone, email, and chat
- Provide technical support for our products and services
- Escalate complex issues to senior technicians or other teams as needed
- Log and update customer account records
- Participate in continuous training and development to improve technical skills and knowledge
Requirements:
- Relevant tertiary qualification in a technical field
- Latest Microsoft MCSE qualification required; additional certifications such as MCSA, MCDST, N+, and CCNA preferred
- ITIL v3 certification an advantage
- At least 2-3 years' industry experience in a Service Desk or Call Centre environment, or proven technical background in IT Operations in a large-scale, complex IT environment
- Proven technical background in IT operations, including experience and knowledge of Active Directory, antivirus/anti-spam systems, Citrix, Microsoft Exchange, Microsoft Office products, networking technologies, O365 product suites, SQL or database administration, and Windows OS
- Prior experience in ITSM toolsets (e.g., BMC Remedy, ServiceNow) essential; experience with Genesys Contact Centre an advantage
What We Offer:
As a Service Desk Agent at Dimension Data, you will have the opportunity to work with a talented team of technical professionals, develop your technical skills and knowledge, and contribute to the delivery of exceptional customer service.
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