Service Desk Agent

2 days ago

Klerksdorp, South Africa Senwes Ltd. Full time

Senwes is looking for a Service Desk Agent (Level 1) who will be responsible for assisting with the management of technology customer expectations and the fulfilment and/or remediation of service support requests according to defined service levels.

**Provide peer technology service desk support**
- Support technology service support peers to drive the fulfilment of committed technology customer service request outcomes within defined service levels.
- Assist in prioritizing and managing service requests and incidents to meet service level agreements (SLAs).
- Participate in team meetings and training sessions to enhance technical skills and knowledge sharing

**Ensure governance and compliance of service**
- Contribute to the definition and execution of standards and procedures aligned with management and enterprise operating standards.
- Ensure service desk operations comply with organizational policies and regulatory requirements.
- Support procedures to ensure data security, confidentiality, and integrity.

**Customer Engagement**
- Build and maintain relationships with technology customers through effective communication.
- Keep customers informed on the progress of their service requests to manage expectations and ensure transparency.
- Gather customer feedback and address concerns promptly.
- Assure of commitment to delivering outcomes by consistently meeting or exceeding customer expectations.

**Service requirement definition**
- Elaborate and document service and/or incident requests in consultation with the user, ensuring appropriate detail to enable fulfilment and/or remediation.

**Perform impact, risk, and priority assessment**
- Assess the business impact and risk based on the customer's definition of the service request.
- Identify, confirm, and record the impact and risk associated with service and or incident requests.
- Follow the Service Request Prioritisation Management Standard and Procedure to prioritize requests effectively.

**Manage progress**
- Follow up and coordinate internal and external service delivery partner outcomes to ensure successful fulfilment of service request outcomes according to agreed service levels.

**Qualifications**: National Senior Certificate and a completed CompTIA A+ is preferred.

**Requirements (South Africa)**: 1 Year of relevant IT experience. Technical skills including troubleshooting, software and hardware knowledge.

Closing date: 21 July 2025
- ________________________________________________________________
- Kindly note that a consumer credit record will be requested in respect of all appointments which involve dealing with cash or finances.

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