Service Desk Agent (Sp3)- It Service Delivery

Service Desk Agent (SP3)- IT Service Delivery

Listing reference: capgh_000277

Listing status: Online

Apply by: 11 November 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

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