Service Desk Operations Specialist

4 weeks ago


Cape Town, Western Cape, South Africa Recru-it Full time
Service Desk Operations Specialist

At Recru-it, we're seeking a highly skilled Service Desk Operations Specialist to join our team. As a key member of our service desk team, you will play a pivotal role in ensuring the efficient handling of first responses, assignment of tickets, and maintaining a high level of customer satisfaction.

Key Responsibilities:
  • Provide timely and efficient assignment and 1st response on tickets.
  • Utilize the service desk tool to log and manage support requests, adhering to SLA guidelines.
  • Collaborate with technical teams to address complex issues and escalate when necessary.
  • Assist in the invoicing and reconciliation of billable requests.
  • Support the loading of SLAs and support bundles on the service desk tool.
  • Participate in resource scheduling for standby and desk duty.
Requirements:
  • Appropriate experience (minimum 1 year in the industry).
  • Certification in ITIL (Service Desk) preferred.
  • Ability to follow appropriate fault-finding methodologies to resolve issues.
  • Good customer-facing skills.
  • Ability to manage help desk functions with tight SLAs.
  • Ability to help customers and internal staff resolve problems.
  • Ability to work effectively with management and peers.


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