IT Service Desk Agent

7 days ago

Midrand, South Africa Nexio Full time

**ROLE PURPOSE**

With a commitment to delivering high-quality customer service, the IT Service Desk Agent addresses incoming requests, logs detailed information in the Call Logging system, and uses their expertise to resolve issues promptly.

**ROLE REQUIREMENT**
- Manage end to end all calls logged and providing updates to keep customers informed.
- Include all troubleshooting notes in logged request or incident.
- Assisting with password resets, account inquiries, Outlook, VPN, APN (3G) issues, and providing basic networking support as needed.
- This includes monitoring clients' networking environments and handling first-level support for network-related issues.
- Identify trends by monitoring and analyzing incoming calls, problems and support
- Use the required dashboards or views to track and escalate issues seamlessly
- Actively monitoring the performance of various systems and network environments to identify and respond to issues quickly, minimizing downtime for our clients.
- Escalation and management of calls to agreed SLA’s
- Avoid requests from breaching target to meet client’s
- Manage all Pending UNA requests.
- Manage all open tickets till closure.

**Additional Information**:

- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good communication skills
- Behavioral traits such as attitude, motivation and time management
- Required to work shifts (24 x 7 x 365)
- Be prepared to perform standby duties and work irregular hours if required

**TECHNICAL / PROFESSIONAL COMPETENCIES**
- Resolve as many calls as possible on first call resolution
- Perform daily health checks in the environment to assure all systems are fully
- Identify and learn appropriate software used and supported by the organisation.
- Escalate queries beyond the scope to L3 support
- Regularly update and attend to all customer UNA queries and follow UNA process.

**QUALIFICATIONS & EXPERIENCE**
- Matric/Grade12/ IT Diploma
- At least 2-year previous IT Service Desk experience (essential)
- Excellent language command: English/Afrikaans
- Good understanding of basic IT operations (essential)
- Experience in Remedy Service Desk Tool (advantageous)
- A+, N+ and ITIL certified (essential)
- Excellent attendance and punctuality are required

**LEADERSHIP COMPETENCY REQUIREMENTS**
- Technical Proficiency
- Networking Knowledge
- Customer Service Skills
- Attention to Detail
- Exceptional team working skills.
- Excellent verbal and written communication skills.
- Basic Security Awareness

  • Service Desk Agent

    2 weeks ago

    Midrand, South Africa iOCO Full time

    JOBNUMBER **iOCO03579** - CONTRACT TYPE **Permanent** - CONTRACT TYPE: **OnSite** **The Role**: Join Our Team as a Service Desk Agent - Be the Hero of IT Support! Are you passionate about technology and love helping people solve their IT challenges? As a **Service Desk Agent**, you’ll be the first line of defense, providing fast, friendly, and...

  • Service Desk Agent I

    1 week ago

    Midrand, South Africa iOCO Full time

    JOBNUMBER **iOCO03657** - CONTRACT TYPE **Permanent** - CONTRACT TYPE: **OnSite** **The Role**: **Skills and Experience**: **What you’ll do**: - Excellent customer interaction. - To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged - Working well with another colleague/team player/ willing to...

  • Service Desk Agent

    2 weeks ago

    Midrand, South Africa RJPersonnel Full time

    2years - Ensure that all related documentation is attached to the logged incidents and request. - Manage call assigning and escalation. - Follow up and update all user and engineer activity on the logged calls where applicable. **Qualifications and Experience**: - National Higher Certificate/College Diploma (NQF5) as recognized by SAQA in information...

  • Service Desk Agent

    1 day ago

    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** While providing the highest customer service, the engineer answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customer's request in a timely fashion. The engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking...

  • Service Desk Administrator

    1 week ago

    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** **PRIMARY DUTIES AND RESPONSBILITIES** Service Desk Support**: - Troubleshoot and resolve basic to intermediate technical issues related to hardware, software, and networking. - Escalate complex issues to appropriate IT teams and ensure timely follow-up and resolution. - Maintain accurate records of support requests, resolutions, and...

  • Service Desk Operator

    7 days ago

    Midrand, South Africa Country Bird Holdings Full time

    **Job Advert Summary**: The ICT Service Desk Operator has the responsibility of being the first point of contact for users who log tickets with the CBH ICT service desk. The Service Desk Operator must always provide the highest level of customer service and resolve all tickets in a professional and timeous manner. **Minimum Requirements**: - Grade 12 or...

  • Service Desk Engineer

    11 hours ago

    Midrand, South Africa Hire Resolve Full time

    Hire Resolve is currently seeking a highly skilled Service Desk Engineer on behalf of our esteemed client, a leading specialist in ICT solutions. Our client excels in helping organizations design, support, and manage robust IT infrastructures that drive business success. This role offers a unique opportunity to join a dynamic team dedicated to delivering...

  • Sub-product Owner-it Service Desk

    1 day ago

    Midrand, South Africa Mediro ICT Full time

    Steer and govern IT Service Deskinitiatives and projects Manage service deliveryprovider/s to deliver a stable and sustainable level of first level IT support Manage transformation within the IT Service Desk relating to new technologies and refined processes Artificial Intelligence (NLP, ChatBots and Machine Learning) ITSM (IT Service Management) IT...

  • Now Hiring: Full Status Real Estate Agent

    2 weeks ago

    Midrand, South Africa Rosenveldt Properties Full time

    Real Estate Agent Rosenveldt Properties is hiring experienced Real Estate Agents! Are you ready to join a dynamic real estate agency with no royalty or desk fees? At Rosenveldt Properties, we’re building a high-performance team and are looking for motivated, experienced agents to grow with us. What we offer Competitive commission splits – your proven...

  • Service Delivery

    4 days ago

    Midrand, South Africa Adapt IT (Pty) Ltd Full time

    Job Purpose The purpose of this role is to manage the service delivery and product/s within the CX Mobility team, within the Adapt IT Telecoms division. The successful candidate will be responsible for overseeing the delivery of high-quality services to our clients, ensuring customer satisfaction, and driving operational efficiency. The Service Delivery part...