Service Desk Agent - Cape Town
Service Desk Agent (6 Month Contract) An excellent opportunity exists for a Service Desk Agent to join a thriving International leader in multi-channel payment processing and fraud prevention based in Century City, Cape Town. The company offers a highly professional yet relaxed working environment in a modern and up-market office development in Century City. If you are highly pro-active, self-motivated, Initiative, have good communication and technical skills, able to deal with conflict and have a sense of urgency, this is the ideal job for you! Requirements: • 12 formal years of schooling • An MCSE or equivalent is a requirement • MCP • 1-2 years minimum experience in a wide range of network and Internet environments including: o Windows 2000 Server and Professional o Windows 2003 / Windows XP o Microsoft networking technologies i.e. Office, DNS, DHCP. o TCP/IP o Microsoft’s ADS • General 1st line support in corporate environment Key Performance Areas Provide Desktop/Telephonic Support to Internal Staff • Ensuring a suitable level of customer service is provided. • Ensure that the Helpdesk phone is answered 24/7, support tickets are assigned and resolved within reasonable Service Level Agreement, and to make sure internal as well as external customers are satisfied with the level of support they receive. • Deal effectively with internal and external clients / customer requests, queries and complaints Provide 1st / 2nd level IT support for internal and external clients • Reactively responding to problems encountered by users. Education of users in order to prevent future problems where necessary. • Makes sure that tickets are attended and responded to within SLA of being logged • Ensure that tickets are always updated, and staff kept informed of progress of tickets • Installation and support of workstations in EDI and LDN using Remote Tools and various other imaging. • Installation & support of internal software • Responsibility for company printing • Uninterrupted and optimized printing within the company. • Managing and Maintaining Service Desk systems at all times (Active Directory, RightFax, WSUS, anti-Virus, telephony system etc.) • Documentation of machines and laptops and printers.