Summary of the position

The Service Desk Agent is the first line of contact for the Service Desk. This role is responsible for conducting initial problem determination/analysis and either resolving or assigning calls to relevant technical areas. User facing and ensures that the ticket management process is correctly executed with desired outcomes. 

Outline of main duties and responsibilities

• Answering Service Desk calls promptly and in a professional and courteous manner;
• Providing prompt, efficient, detailed, user-oriented service to Users;
• Working with other User support teams to ensure a consistent and high-quality level of support;
• Actively seeking solutions to User needs, communicating trends to management, and suggesting innovative solutions on behalf of the user experience;
• Monitor Cherwell for tickets assigned to the queue;
• Promptly acknowledge and provide efficient 1st line support for tickets in the queue;
• Promptly acknowledge and route tickets to correct resolver groups where 1st line support is not possible;
• Communicate and document resolutions; • Pro-actively add knowledge to the knowledge base;
• Log and Complete Cherwell records for ALL calls, accurately and timeously;
• Improve the support process by making recommendations;
• Share client feedback with relevant teams and team members and collaborate to ensure above expectation results; •
•  Other duties as assigned.

Skills and experience required

• Excellent telephone manner;
• Dedicated, methodical, responsible, ethical and diplomatic in the way you work;
• Excellent communication and interpersonal skills (both verbal and written);
• Fully PC literate;
• Excellent command of the English language;
• Good time management skills;
• Attention to detail;
• Ability to self-study;
• Quick and adaptive learner;
• Professional and presentable;
• Ability to work unsupervised;

Key Accountability

• Matric;
• ITIL Foundation (Preferrable)

Reporting structure

The Support Desk Agent will report to the ICT User Support Manager based in the Cape Town office.

Send a detailed copy of your CV to Bonita (bonita(at)recru-it(dot)co(dot)za) 

Should you not be contacted within 7 days, please consider your application as unsuccessful.