Service Desk Agent

7 days ago

Johannesburg, Gauteng, South Africa Transnet SOC Ltd Full time R140 000 - R220 000 per year

To provide first line ICT technical troubleshooting, support and resolving to client service request, analyse, diagnose and resolve client faults timeously with which may vary from straight forward to more complex service request/faults. Ensure clients satisfaction to the Transnet community nationally. Respond to large volumes of service request within acceptable norms whilst also ensuring a high degree of client satisfaction. Position Outputs

  • Identify, diagnose and troubleshoot reported issues on 1st Level Basis.
  • Acknowledge, resolve and cascade reported service requests timeously.
  • Verify, investigate, and provide first time resolution (where applicable) on Transnet deployed applications (e.g. ITSM tolls challenges).
  • Accept user faults and requests (telephonically, email, self-service, and walk-ins (where applicable).
  • Determine the type of ticket, prioritise and assign to relevant function, support group or service provider (as per approved process or work instruction) and issue a ticket reference number/s.
  • Contribute to administration of help and service desk processes and procedures, management of documents versions, standby documentation and service request forms.
  • Maintain (verifying user information while logging a ticket) user information captured in the tool in line with legislation (POPIA) as per approved process.
  • To provide a single point of contact for end-users (log, and record tickets to the Service Desk tool currently in use by the organisation).
  • Render telephonic assistance to users by resolving an pertinent desktop issues e.g. MS Office Applications, file, Internet Access, Network Connectivity etc.
  • Acknowledge, record and categorise reported issues with providing solutions and where necessary cascade to 2nd Level Support.
  • To provide first level support on devices, and application deployed in the Transnet environment (installing, diagnosing, repairing and upgrading).
  • Contribute to the improvement of processes pertaining to the service desk and first level support initiatives.

Qualifications and ExperienceQualifications & Experience

  • Diploma (NQF6) in IT or equivalent
  • Knowledge of Microsoft products
  • Knowledge of an IT service management tool an advantage
  • Microsoft A+ and N+ Advantageous
  • 1 – 2 years of working experience or customer services experience. Standard Job Requirement
  • Travel as required and approvedCompetenciesKnowledge
  • Meeting procedures
  • Telephone etiquette
  • Customer centricity
  • Data & Voice Network skills
  • Knowledge of service level agreement-advantage Skills Required
  • Computer literacy
  • Agility
  • Communication
  • Decision making
  • Planning
  • Relationship Management
  • Report WritingEquity StatementPreference will be given to suitably qualified Applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating Division.

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