IT Service Desk Agent - Cape Town Verfied

R 25 000 per month Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 16-01-2017 12:54:15 PM
13-02-2017 12:54:15 PM

An international company is looking for a passionate, innovative and skilled individual to join their Support team. The role entails being 3rd line support to customers, escalation point for business and development teams.
You will be responsible for providing Application/Infrastructure support to the business and customer base. You will also be expected to interact with customers by providing services like remote training and store calling as part of service improvement, understand Windows networks & systems and POS hardware & software. The ideal candidate should be able to multi task between Service Desk tasks and projects, sometimes working under the pressure of deadlines.

Job Description:
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve internal customer issues
• Follow Standard Operating Procedures for proper escalation of unresolved issues and problems to the appropriate internal teams and drive to completion.
• Provide prompt, regular and accurate feedback to all internal/external customers
• Ensure proper recording, prioritization, classification and closure of all issues through the JIRA helpdesk system. Details captured should allow for detailed data analysis that will be used to identify possible problems.
• Ensure that assigned calls are attended to and resolved within contracted SLA’s.
• Ensure internal/external ticket communication are performed in a professional and timely manner
• Escalate all relevant incidents/problems in a timely and accurate fashion
• Ensure that analysis for manual reporting is completed accurate and timely
• Provide Ad hoc Related Support / Service Desk task
• Perform standby duty as per requirement and scheduled by the incident & problem manager.
• Provide IT support and resolve incidents/problems to end user’s satisfaction
• Provide remote store error support
• Assist with store monitoring, testing and analysis of incidents
• Document solutions as part of SOP process, update KEDB and writing of reports
• Perform technical troubleshooting related to instore connectivity, system availability and POS configuration including but not limited to the evaluation of the POS logs
• Perform ad hoc remote store training
• Assist with store ops general admin

Required:

• SQL knowledge and entry level experience
• 2-3 years in Service Desk Support Environment
• The ability to think logically
• Relevant experience in how software and operating systems work
• Excellent listening and questioning skills, combined with the ability to interact confidently with internal/external customer to establish incident details
• The ability to work well in a team
• Problem solving skills
• A strong customer focus
• The ability to prioritise workload
• Experience in ticketing systems (e.g. SysAid, JIRA etc.)
• Experience in Microsoft, Unix/Linux and Apple Operating systems

• Advantageous:
• JSON knowledge advantage
• Scripting (windows batch & VB script) a plus

Salary: R20 000-R25 000 CTC per month

Recruiter: Corine Breedt