Service Desk Agent

5 months ago


Port Elizabeth, South Africa Dimension Data Full time
Functieomschrijving

The Service Desk Agent is a technical role within the Service Desk which reports into the Service Desk Team Leader. Daily responsibilities include responding to in-bounds, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling.

Requirements

Qualification:

  • Relevant tertiary qualification
  • The latest Microsoft MCSE qualification is required. Additional certifications such as MCSA, MCDST, N+ and CCNA is preferred
  • ITIL v 3 certification is an advantage

Years of Experience:


  • At least 2- 3 years’ industry experience Service Desk / Call Centre environment and/or proven technical background in IT Operations in large scale, complex IT environment is required
  • A proven technical background in IT operations e.g. Desktop, Printer and/or Network equivalent support with excellent problem-solving skills, including experience and knowledge of the following technologies:

o  Active Directory (including Basic User and Security Group Active Directory administration)

o  Antivirus / Anti-spam Systems

o  Citrix

o  Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation)

o  Microsoft Office products

o  Networking Technologies (LAN, WAN, Security)

o  O365 product suits

o  SQL or Database Administration exposure

o  Windows OS

  • Prior experience in ITSM toolsets (example BMC Remedy, ServiceNow) essential
  • Experience with Genesys Contact Centre is an advantage


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