Service Desk Agent (Sp3) - It Service Delivery

Capricorn Group Limited - windhoek, namibia

3 months ago

Service Desk Agent (SP3) - IT Service Delivery

Listing reference: capgh_000253

Listing status: Online

Apply by: 7 August 2024

Position summary

Introduction

The Service Desk Agent is the first point of contact for users who call the IT Service Desk. The Service Desk Agent resolves tier 1 requests while ensuring that unresolved service requests are escalated to the appropriate tier 2 and 3 support team. The Service Desk Agent troubleshoots end-user issues on software, hardware, and telecommunications.

Job description


KEY PERFORMANCE AREAS (KPAS)

1.System/Application/Network Support

2.Desktop Support

3.Monitoring and Reporting

4.Operational

5.Customer Focus

CORE COMPETENCIES

Team Player

Change Resilient

Written and Oral Communication

Customer Orientation

Analytical

Problem-solving


Minimum requirements

Minimum requirements

Experience/Knowledge & Skills

  • MCTS or Microsoft Desktop Support Technician an advantage
  • A and N experience
  • Software and Hardware Trouble shooting
  • Windows Desktop and Server O/S
  • Routers, switches and firewall experience
  • Microsoft Office product support
  • Self-confidence and interpersonal skills
  • Analytical and problem solving skills
  • Good communication (both verbal and written) skills
  • Planning and organising skills
  • Good administration management skills

QUALIFICATION

  • Matric (Grade 12)
  • 4 years working experience in Information Technology
  • An IT degree will be an advantage


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