Production Service Desk Agent | IT Recruitment


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.

Key Roles and Responsibilities:

  • Receive, log, validate and diagnose client requests, on 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 tag 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 client
  • Produce breach and ageing reports for tickets opened by service desk
  • Identify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement


  • Knowledge, Skills and Attributes:
  • Ability to work under guidance
  • Ability to use sound judgement 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 24X7 shift structure, based on a defined roster
  • Production Service Desk Agent
  • Beaconhurst, East London, South Africa
  • General Qualification in Technology (Technical Diploma) or equivalent or completion of internship
  • program
  • Minimum 2 years work experience
  • Demonstrable related work experience in the Technology Industry and Call Centre environment is
  • preferred
  • Willingness to work on weekends if required
  • Willingness to work shifts
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