Service Desk Operator I

2 days ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and coordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies knowledge of company IT systems and products to conduct troubleshooting, analysis, and resolution or escalation of user incidents within established company standards and timelines.

**Job Objectives**:
**Provide 1st Line Support**:
Perform 1st line technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
Provide high-quality service during customer interactions, and ensure the customer is well informed about the problem, resolution timelines, and timeous feedback on all stages.
**Incident Escalation**:
Update the logging system with the required and appropriate information, ensuring an accurate understanding and interpretation of details provided by the end user.
Adhere to the established organisational standards, procedures, and timelines.
**Communication**:
Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy to understand, and detailed for the end-user.
Continuously communicate incident progress or resolution steps to clients.

**Qualifications**:
**Essential**
Matric / Grade 12 certification.
A+ or N+ Certification.
National Certificate in IT (Customer Support: Level 5)

**Experience**:
**Essential**
+1 Years' experience in general IT operations/support services or similar roles with knowledge of 1st line support service and experience resolving and escalating IT-related queries within a service desk support environment in a retail context.
**Desirable**
Experience in a Retail / Wholesale / Financial Services industry (preferred)

**Knowledge and Skills**:
**Essential**
Working knowledge of MS Office Suite.
**Desirable**
Good understanding of Incident, Knowledge, and Problem Management

**Applicant Feedback Policy**:

  • Service Desk Operator I

    1 week ago

    Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and co-ordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies...

  • Service Desk Operator

    1 week ago

    Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and co-ordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies...

  • Service Desk Operator

    1 week ago

    Brackenfell, South Africa Shoprite Group Full time

    Closing Date- 2024/12/25- Reference Number- SHO241211-3- Job Title- Service Desk Operator (Portuguese Speaking)- Job Type- Permanent- Location - Country- South Africa- Location - Province- Western Cape- Location - Town or City- Brackenfell, Cape Town- Purpose of the JobThe purpose of the Service Desk Operator is to timeously and effectively respond to...

  • Operator I

    2 hours ago

    Brackenfell, Western Cape, South Africa Shoprite Holdings Ltd Full time

    Purpose of the JobThe purpose of an Operator I is to provide first-line technical support and problem-solving. Operator I is a highly collaborative role, partnering with internal and external stakeholders to understand their needs to deliver the right solutions, while acting as a trusted partner. The role assists with monitoring the health of the IT...

  • Application Specialist I

    9 hours ago

    Brackenfell, South Africa Shoprite Group Full time

    Closing Date- 2025/09/05- Reference Number- SHO250812-2- Job Title- Application Specialist I- Job Type- Permanent- Location - Country- South Africa- Location - Province- Western Cape- Location - Town or City- Brackenfell, Cape Town- Purpose of the Job- Job Advert Details- Job Category- IT- Job Objectives- Work with Analysts, Developers, Programmers and...

  • People Support Desk Specialist

    1 week ago

    Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the People Support Desk Specialist role is to attend to and resolve queries relating to payroll, benefits, mobility, organisation management, HR system incident management, compensation and learning from employees or line. The role is required to perform the necessary actions on applicable People systems (within scope...

  • Application Specialist I

    9 hours ago

    Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: **Job Objectives**: - Work with Analysts, Developers, Programmers and business to identify and resolve assigned software issues and effectively support end users. - With support and guidance from the Senior/Lead specialist review and give input into technical design specifications. - Provide technical support to end users, including...

  • People Support Desk Coordinator

    1 week ago

    Brackenfell, Western Cape, South Africa Shoprite Holdings Ltd Full time

    Purpose of the JobThe purpose of the People Support Desk Coordinator role is to attend to and resolve basic employee queries (submitted via telephonic or email) relating to payroll, benefits, mobility, organisation management, HR system incident management, compensation and learning for the Shoprite Group.Job ObjectivesProviding excellent customer service...

  • Field Services Project Manager

    6 days ago

    Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The Field Services Project Manager is responsible for the management and control of resources required for the deployment of hardware, software and configuration changes to store endpoints and infrastructure. An integral component of the role involves the allocation of tasks, advanced troubleshooting, and ensuring deployments are...

  • Second Line Support Agent

    6 days ago

    Brackenfell, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the 2nd Line Support Agent is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by Service Desk and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations. This...