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Service Desk Agent I

2 weeks ago

Cape Town, Western Cape, South Africa iOCO Pty Ltd Full time R120 000 - R180 000 per year

We are seeking a dedicated Service Desk Agent who excels in proactive system monitoring, daily application checks, and effective event management. This role requires strong multitasking abilities, adherence to instructions and working procedures, and a commitment to accurate correspondence and documentation. .

What you'll do:

  • Requires performing daily application availability checks and event monitoring tasks
  • Provide proactive system monitoring
  • To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
  • Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
  • Ensure that calls are assigned to the next resolver groups within the specified timeframes
  • Working well with another colleague/team player/ willing to assist
  • Ensure that all correspondence is adhered to, executed, or noted in the correct manner
  • Following instructions including customer Working Instructions (WI) or management instructions
  • Go-getter

Your Expertise:

  • Service Desk Experience
  • Call Centre Experience
  • Telecommunication experience
  • Excellent customer interaction.
  • Positive attitude required with excellent telephone etiquette
  • Team player with good work ethic and attendance record
  • Self-driven - Get the job done
  • Strong event management abilities with customer focussed
  • Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
  • Excellent customer satisfaction, interaction and engagement
  • Telephony soft skills qualifications and/or Call center/Service Desk experience
  • English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
  • Excellent Customer Interaction and communication
  • Service Desk Experience
  • Call Centre Experience
  • Event Management Experience
  • Incident Management Experience
  • Multi-tasking skills

Qualifications:

  • Essential
    • National Senior Certificate/ Matric/ N3/ Grade 12
    • A+
    • N+
  • Preferred
    • ITIL v3 certification
    • Linux\Unix qualifications and/or experience
    • Service Desk Experience