Inbound Service Desk Agent

7 days ago

Cape Town, South Africa Energia Consulting Full time

First line IT service desk and support agent who is responsible to receive and log all requests and incidents reported by users accurately and efficiently as per the agreed process in a way that provides the user with a positive experience of IT.

**Duties and Responsibilities**

All incidents to be managed promptly by answering of inbound telephone calls - as well as Web recorded incidents - within target time and within SLA

Recording of Incidents and Queries / Complaints using the Service Desk toolset

Classification of Incidents and Request accordingly by:

- Ensuring that customer incidents are assigned the correct category, priority /
- impact classification
- Ensuring that the classification and categorisation of incidents and problem is done with a high degree of accuracy
- Ensuring that service requests are routed/assigned to the correct target groups for resolution
- Keeping track of incidents and keeping Customers informed on status and progress of the incident and or request
- Monitoring and escalating incidents to relevant 2ndline support groups
- Following up with 2nd line support and the user to ensure that incidents are resolved within agreed SLAs
- Identifying duplicate / similar / matching incidents and identifying potential problems
- Acting as a liaison between the IT department and users
- Escalating incidents where necessary to ensure that appropriate action is taken

**Minimum Requirements**
- Grade 12 certificate
- 2 years IT service desk experience (advantageous)
- 2 years call centre experience
- Clear criminal record
- Willing to work rotational shifts (available for weekends)

Pay: R8 000,00 - R8 500,00 per month

Application Question(s):

- Have you updated your contacted details on your CV and Indeed profile?

**Education**:

- High School (matric) (required)

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