Service Desk Agent

Role Purpose:

 

To ensure that the identification, logging, resolution of password related calls, and correct allocation of calls that affect the quality of service to the customers is carried out timeously and effectively and to the satisfaction of the client

 

Education Required:

 

  • Grade 12/Matric
  • Certificate: A+
  • Certificate: N+
  • Certificate: ITIL Foundation

 

Experience Required:

 

  • Service Desk – Essential (2 Years)

 

Responsibility:

 

  • To meet the monthly required total login and not ready times according to SI and client policy and procedure framework
  • To meet the required calls vs. tickets target set per month according to SI and client policy and procedure framework
  • To meet the monthly voice and email queue SLA’s according to SI and client policy and procedure framework
  • To ensure all calls assigned to you are resolved/completed within client SLA according to SI and client policy and procedure framework
  • To meet the required FCR target per month according to policies and procedures
  • To ensure all emails and voice calls are attended to within the agreed AHT threshold per month according to SI and client policy and procedure framework
  • To meet the required monthly logged calls target according to SI and client policy and procedure framework
  • To ensure that you are consistent, reliable, punctual as per hours of operation and client requirements according to SI and client policy and procedure framework
  • To ensure all calls are logged with correct group, assignee, priority, categorization description, summary, client details according to SI and client policy and procedure framework
  • To ensure all calls assigned to you are updated and managed to resolution according to SI and client policy and procedure framework
  • To ensure all your allocated and agreed development activities are successfully completed within SI and client policy and procedure framework
  • To ensure continuous development of skills and knowledge of customer systems and services as per contractual agreement through SI and client policy and procedure framework

 

Additional Responsibilities:

 

  • Ensure that each incident/request is immediately logged.
  • Provide first line support where possible. (Reset passwords, account unlocks, ITSM profile creation only)
  • Passed on to the appropriate person, department or vendor for resolution if not able to resolve first line.
  • Adhering to company processes and procedures.
  • Respond to all phone calls and emails received.
  • Keep customer informed of the status of logged calls, global problems or down time.
  • Maintain a professional helpdesk image at all times.
  • Work effectively as part of a team and seek to support the teams goals.
  • Continuous broadening own technical, functional, and industry skill base.
  • Engaging in formal and informal knowledge transfer.
  • Performing related work as required.
  • Building good relationships with customers.
  • Keep all relevant staff informed of any perceived trends, positive or negative, in the phone calls and emails being received.
  • Provide data and statistics for reporting purposes from the service desk on request.
  • Update team leader or operations manager immediately of any unresolved issues, escalations and general issues.
  • Be able to diagnose hardware and software related issues relating to desktop and laptops.
  • Ensuring that response times are kept within the parameters set in the SLA.
  • Reporting status to management. Identifying problems and bringing them to the Managers attention with sufficient lead time to avert crises.
  • Perform administration duties and ensure documentation is updated and completed on time.

 

Knowledge:

 

  • Service Desk System – Essential (2 Years)
  • Microsoft Office – Essential (2 Years)
  • Microsoft Windows – Essential (2 years)
  • Active Directory – Essential (2 Years)
  • Various Application Password Resets – Essential (2 Years)

 

Skills:

 

  • Communication
  • Commitment to personal growth and Personal Resilience
  • Compliance
  • Team Work
Upload your CV/resume or any other relevant file. Max. file size: 20 MB.