Service Desk Agent

IT – Support
Cape Town – Western Cape

A strong technical & ambitious Service Desk Agent who will provide a focal point for customers to contact Support Departments for assistance is sought by a dynamic Internet Service & Network Specialist to join its team. You will act as the Single Point of Contact (SPOC) for all support-related queries from customers while providing possible solutions, assigning support actions to other departments where needed. The Service Desk Agent will become the incident owner and manage the end-to-end lifecycle of all logged calls. Applicants will require Matric/Grade 12, an A+ and N+ / MCSE Certification and relevant tertiary IT qualification with a minimum of 6 + months to 1 year work experience on a technical Service Desk.
  • Professionally respond to and assist with all customer queries.
  • Remain courteous, tactful, honest and professional in all communication with other parties.
  • Regularly update all customers with progress-information and estimated times to completion.
  • Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
  • Adhere to and comply with all commitments made.
  • Remain calm and collected in adverse situations.
  • Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
  • Ensure the phone is always answered timeously and in a professional manner.
  • Ensure that all IT incidents are logged, without exception.
  • Attempt remote telephonic 1st level diagnostics in order to quickly resolve / restore the failed service.
  • Process support- or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer.
  • Retain ownership of support-call and diligently manage to resolution.
  • Recognise and alert the Team Leader or Manager of trends in customer calls.
  • Perform research and continued effort towards education for the purpose of improving knowledge and experience-levels in the products/systems supported by the company.
  • Before creating a new support- or information-request record verify that the same request is not captured already.
  • Create the initial record for and accurately capture any reported support- or information-request in the call-logging software.
  • Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g., call-source, contact-details, CI-selection, call categories, severities, etc.).
  • Accurately capture all information pertaining to resolution-attempts in the journals/activity history.
  • Escalate observations where the call-logging software is incorrect or incomplete in order to further improve accuracy of records.
  • Manage subordinates (management principles, escalations, reports, performance reviews, etc.).
Qualifications –
  • Matric or Grade 12 essential.
  • Required qualification A+ and N+ / MCSE.
  • Tertiary IT qualification.
Experience/Skills –
  • At least 6 + months to 1 year working experience on a technical Service Desk.
  • Good understanding of the Information Technology industry.
  • Ability to identify and understand problems and find suitable solutions.
  • Conscious of delivering solutions on time. 
  • Able to clearly articulate problems and solutions with the technical team.