Service Desk Agent

3 days ago

Pietermaritzburg, South Africa MITS Institute Full time

ITIL (Information Technology Infrastructure Library) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with business needs. Service Desk agents play a critical role in the ITIL framework by acting as the main point of contact between the IT team and end users

**Requirements**:

- Diploma/Degree in Information Technology
- 5 years working experience
- ITIL Certificate in Foundation in IT Service Management

**Responsibilities**:

- Service Desk agents are responsible for capturing and logging all incidents (unplanned interruptions or disruptions of IT services).
- Based on severity and impact, incidents are classified and given priority, ensuring the most critical issues are addressed first.
- They often resolve incidents on the spot through troubleshooting, user guidance, or by following documented procedures.
- Service Desk agents manage routine requests from users, such as password resets, software installations, or access requests.
- Keeping users informed about the status of their incidents, service requests, and any known outages or maintenance activities.
- Agents are responsible for ensuring that escalation procedures are followed when an issue requires higher-level intervention.
- Ensuring that response times and resolution times are met as per the defined SLAs.
- Service Desk agents assist in generating reports that help with performance analysis and service improvement.
- Service Desk agents use ITSM tools (like ServiceNow, Jira, or BMC Remedy) to log incidents, service requests, and track ongoing issues.
- It's essential that agents accurately log and categorize information in these systems, as it supports other ITIL processes such as incident, problem, and change management.

In summary, Service Desk agents are essential in delivering high-quality IT support, ensuring that IT services are available and functional for users while adhering to ITIL practices for continuous service improvement.

Work Location: In person

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