MS Service Desk Agent

4 months ago

Cape Town, South Africa Dimension Data Full time
Functieomschrijving

The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.2

Key Roles and Responsibilities:

Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes

Uses MS product and process knowledge along with discretion to respond to tickets

Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available

Provide timely updates to clients, when requested, on any pending requests or tickets.

Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client

Produce breach and aging reports for tickets opened by the service desk

Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement

Knowledge, Skills, and Attributes:

Ability to work under guidance

Ambitious self-starter

Ability to use sound judgment to escalate an issue to a higher level

Methodical in approach to ticket resolution

Demonstrates ability to interact with a variety of stakeholders

Demonstrates required integrity to ensure excellent client service and retention

Demonstrates the attributes of professionals

Excellent attention to detail and client focussed

Strong and effective verbal and written communication skills

Ability to work in 8-5pm

Academic Qualifications and Certifications:

General Qualification in Technology (Technical Diploma) or equivalent

Required Experience:

A moderate number of years work experience

Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred

• Have substantial understanding of the job

• Uses skills and knowledge to complete a wide range of tasks

• Need to use judgement to solve issues or make recommendations

• Receives very little daily instruction

• Only gets general instructions on new work

• Typically requires demonstrable level of related experience.

Qualifications

  • Minimum of two years experience as a technical support professional with knowledge of the MS Service Desk environment and/or as an end user with basic troubleshooting skills.
  • Must have excellent customer service skills and be able to communicate effectively both verbally and in writing.
  • A minimum of 3 years experience in a customer service environment.
  • At least two years of experience with IT support, troubleshooting and service desk.
Requirements -

  • MS Service Desk Agent

    4 days ago

    Cape Town, Western Cape, South Africa Dimension Data Full time

    Job Title: MS Service Desk AgentJob Summary:The MS Service Desk Agent is the primary point of contact for clients and vendors, responsible for handling incoming calls, chat requests, or tickets and resolving resulting incidents or service requests in accordance with established procedures and expectations.Key Responsibilities:Receive, log, validate, and...

  • Service Desk Agent

    4 months ago

    Cape Town, South Africa AVI Limited Full time

    AVI LIMITED is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savoury biscuits and snacks, frozen convenience foods, out-of-home...

  • Service Desk Agent 1

    4 months ago

    Cape Town, South Africa AVI Limited Full time

    **AVI LIMITED** is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savoury biscuits and snacks, frozen convenience foods,...

  • Service Desk Agent

    3 months ago

    Cape Town, South Africa African Arete Full time

    Service Desk Agent required for a client site in Cape Town. Requirements is as follows - Grade 12 Diploma in IT MCSA/MCSE Certified Microsoft Office 0365 2 years IT relevant experience in IT service desk, remote desktop and onsite support. Working on SLAs, logging of calls, password related calls and correct allocation of calls. This needs to be...

  • Service Desk Agent

    4 months ago

    Cape Town, South Africa AVI Limited Full time

    **AVI LIMITED** is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savoury biscuits and snacks, frozen convenience foods,...

  • Inbound Service Desk Agent

    3 months ago

    Cape Town, South Africa Energia Consulting Full time

    First line IT service desk and support agent who is responsible to receive and log all requests and incidents reported by users accurately and efficiently as per the agreed process in a way that provides the user with a positive experience of IT. **Duties and Responsibilities** All incidents to be managed promptly by answering of inbound telephone calls -...

  • Inbound Service Desk Agent

    4 months ago

    Cape Town, South Africa Energia Consulting Full time

    First line IT service desk and support agent who is responsible to receive and log all requests and incidents reported by users accurately and efficiently as per the agreed process in a way that provides the user with a positive experience of IT. **Duties and Responsibilities** All incidents to be managed promptly by answering of inbound telephone calls -...

  • Front Desk Agent

    4 months ago

    Cape Town, South Africa Kerzner International Resorts Full time

    Front Desk Agent (8724) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’...

  • Front Desk Agent

    3 months ago

    Cape Town, South Africa One&Only Cape Town Full time

    Front Desk Agent (11512) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’...

  • Front Desk Agent

    2 weeks ago

    Cape Town, South Africa One&Only Cape Town Full time

    Front Desk Agent (13254) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’...

  • Front Desk Agent

    4 months ago

    Cape Town, South Africa One&Only Cape Town Full time

    Front Desk Agent (8293) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’...

  • Front Desk Agent

    4 months ago

    Cape Town, South Africa One&Only Cape Town Full time

    Front Desk Agent (10160) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’...

  • IT Service Desk Graduates

    3 months ago

    Cape Town, South Africa Merchants SA Full time

    Are you ready to Kick start a career in IT? We have an exciting opportunity available as an IT Service Desk Agent. We are seeking deadline driven, goal orientated and motivated individuals to join our growing team who are dedicated to providing a euphoric customer experience. Your duties will include attending to all requests and resolving queries. You...

  • Front Desk Receptionist

    4 months ago

    Cape Town, South Africa HotelJobs.co.za Full time

    A well-presented, Front Desk Agent is sought for this prestigious, 5* hotel situated in Cape Town **Requirements**: - SA Citizen - Matric - A Hospitality qualification will be an advantage - Willing to work early and late shifts as well as on weekends and Public Holidays - Previous hotel reception/night auditing within a 4/5* property experience...

  • Team Leader: Service Desk it

    4 months ago

    Cape Town, South Africa ooba Full time

    We are looking for a skilled technical team leader who is motivated, results-driven and enjoys working in a fast-paced environment. In this role you will assist the Service Delivery Manager lead and manage a department of 8+ service desk agents and technicians that serve much of the South African origination industry. You will be required to manage your...

  • Technical Service Desk Agent

    3 months ago

    Cape Town, South Africa RSAWEB Full time

    Our Service Desk team is responsible for 1st Line Support to our customers. With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as but not limited to broadband, Fibre To The Home or business, domains and hosting and ADSL. The position does not always entail remote assistance as we have...

  • Technical Service Desk Agent

    3 months ago

    Cape Town, South Africa RSAWEB Full time

    **Job Information**: Industry - Technical Support & Customer Services Work Experience - 5 years Education Level - Grade 12 or equivalent City - Sea Point, Cape Town Province - Western Cape Country - South Africa Postal Code - 8005 - Our Service Desk team is responsible for 1st Line Support to our customers. With a strong focus on customer satisfaction,...

  • Cash Desk Consultant

    3 months ago

    Cape Town, South Africa African Arete Full time

    Call desk agent required for a client site in Cape Town. Requirements is as follows - Grade 12 Call desk agent experience required. Working on SLAs and providing solutions in a timeframe. Salary to be discussed.

  • Front Desk Agent

    1 month ago

    Cape Town, South Africa HotelJobs.co.za Full time

    Luxury Hotel in Cape Town s looking for a Front Desk Agent responsible for providing exceptional customer service, checking guests in and out, managing reservations, and addressing guest inquiries and concerns. **Requirements**: - Formal qualification in Hospitality advantageous - Experience in the hospitality industry - Working knowledge of Opera -...

  • IT Service Desk Manager

    4 months ago

    Cape Town, South Africa TradeLink Retail Systems Pty Ltd Full time

    **1. Technical Proficiency**: - Jira Administration: Ability to configure and manage Jira workflows, custom fields, permissions, issue types, and other settings to optimize its usage for the service desk. - ITIL Knowledge: Familiarity with ITIL processes, particularly Incident, Problem, Change, and Knowledge Management, to align service desk operations with...