IT Service Delivery Associate

1 week ago


Emfuleni Local Municipality, South Africa iOCO Full time

iOCO: A Leader in IT Infrastructure Solutions: At iOCO Infrastructure Services, we pride ourselves on delivering exceptional client experiences through innovative IT infrastructure solutions. Our team of skilled professionals is dedicated to helping clients achieve their goals by tackling business challenges head-on.

Job Summary: As a Service Desk Agent, you will be responsible for providing top-tier support to our clients, ensuring smooth day-to-day operations, and building strong relationships with clients and colleagues alike.

Key Responsibilities:

  • Efficiently log and allocate incoming calls, ensuring all calls are attended to and closed in a timely manner.
  • Ensure accurate logging of calls within our ITSM tool, adhering to operational processes.
  • Assist the team with workload management and general administration tasks as needed.
  • Maintain high-level customer liaison, interacting professionally with clients at all times.
  • Follow established escalation procedures when required.
  • Adhere to client-specific Operational Manuals to ensure consistent delivery.
  • Take ownership of career development, including technical and functional skills, as agreed upon.

Requirements:

  • 2-3 years of experience in an IT service desk environment.
  • 2-3 years of customer service experience.
  • 1-2 years of First Call Resolution experience.


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