Service Desk Operator

4 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 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 knowledge of company IT systems and products to conduct troubleshooting, analysis and resolution or escalation of the user incidents within established company standards and timelines.

**Job Objectives**:
**Provide 1**st** 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 ensuring the customer is well informed about the problem, resolution timelines and timeous feedback on all stages.

**Incident Escalation**

Update the logging system with 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**:

- Matric / Grade 12 certification - (essential).
- A+ or N+ Certification - (essential).?
- National Certificate in IT (Customer Support: Level 5) - (essential).

**Experience**:

- **+1 Years' experience in general IT operations/support services** or similar role with **knowledge of 1**st** line support service **and experience resolving and escalating IT related queries** **within a service desk support environment in a retail context - (essential).
- Working knowledge of MS Office Suite - (essential).?
- Experience in a Retail / Wholesale / Financial Services industry - (preferred).

**Knowledge and Skills**:

- Good understanding of Incident, Knowledge, and Problem Management - (desired).

**Applicant Feedback Policy**:

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