Service Desk Agent I

We are seeking a dedicated Service Desk Agent who excels in proactive system monitoring, daily application checks, and effective event management. This role requires strong multitasking abilities, adherence to instructions and working procedures, and a commitment to accurate correspondence and documentation. .

What you'll do :

• Requires performing daily application availability checks and event monitoring tasks
• Provide proactive system monitoring
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
• Ensure that calls are assigned to the next resolver groups within the specified timeframes
• Working well with another colleague / team player / willing to assist
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner
• Following instructions including customer Working Instructions (WI) or management instructions
• Go-getter

Your Expertise :

Service Desk Experience

Call Centre Experience

Telecommunication experience

Excellent customer interaction.

Positive attitude required with excellent telephone etiquette

Team player with good work ethic and attendance record

Self-driven - Get the job done

Strong event management abilities with customer focussed

Strong sense of responsibility in taking ownership of problems and seeing them through till completion.

Excellent customer satisfaction, interaction and engagement

Telephony soft skills qualifications and / or Call center / Service Desk experience

English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders

Excellent Customer Interaction and communication

Service Desk Experience

Call Centre Experience

Event Management Experience

Incident Management Experience

Multi-tasking skills

Qualifications :

Essential

National Senior Certificate / Matric / N3 / Grade 12

A+

N+

Preferred

ITIL v3 certification

Linux\Unix qualifications and / or experience

Service Desk Experience