Locations
Altron Campus Woodmead Block D
Time type:
Full time
job requisition id:
R-8629
Title
Service / Helpdesk – Service Desk Agent
Job Description
We are looking of a Helpdesk Service Consultant who will be responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the
coordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. Escalates more complex problems but may manage the incident to completion. Identifies interim and long-term solutions and provides regular updates to the Senior Problem Analyst. Participates in internal forums and work groups to contribute to the methodology and standards.
Key responsibilities:
• Ensure that each incident/request is immediately logged.
• Ensure that all the incidents / requests are responded to within required SLA
• Ensure calls are recorded in the Remedy system, accurately documented and categorised
• Ensure that contracted customer Service Level Agreements are met .
• To ensure all unassigned calls are timeously assigned to the relative person or correct team.
• Provide first line support where possible. (Reset passwords and account unlocks)
• Assign to the appropriate person, department, or vendor for resolution if not able to resolve on a first contact.
• 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.
• Always maintain a professional Service Desk image.
• Work effectively as part of a team and seek to support the team’s 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.
Update Team Leader or Service Desk Manager immediately of any unresolved issues, escalations, and general issues to avert
crises.
• Be able to diagnose hardware and software related issues.
• Ensuring that response times are kept within the parameters set in the SLA.
• Perform administration duties and ensure documentation is updated and completed on time.
Education
National Certificate Level 4 (N4) / Grade 12 (Required)
Languages
English