(748) Help Desk Agent

2 weeks ago

Pretoria, South Africa South African Reserve Bank Full time

**Brief description**

The main purpose of this position is to provide first-line contact and handle incoming calls and assign and manage calls from clients of the South African Reserve Bank’s Corporate Services Department.

**Detailed description**
- Follow help desk procedures for the completion of tasks and respond to and route incoming calls in accordance with priorities and agreed service levels.
- Communicate to clients regarding the progress of requests/enquiries from receipt to closure.
- Handle help desk-related queries and engage positively with colleagues and stakeholders on the telephone or in person.
- Update and maintain the call management system to allow accurate recording of calls received and resolution activities.
- Identify problems which require expertise, route them for support and escalate those that require urgent attention.
- Continually assess client satisfaction and recommend actions for improvement where necessary.

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