An exciting opportunity exist for an experienced, customer orientated Service Desk Agent to join our Global Service Desk team based in Sandton, Johannesburg. As Service Desk Agent, the role focuses on being the first point of contact for business users who contact the IT Service Desk and troubleshoots basic end user issues on various software application, hardware, network and telecommunications systems along with basic desktop support.

Education

• A Matric Certificate or Equivalent NQF Level 4 Qualification
• ITIL V4 Foundation
• Tertiary Education and or 2 years' experience in Information Technology
• A+ and N+ Qualification
• AZ900 Certified

Knowledge and Experience

• A minimum of 2 years as a Service Desk agent (multi-faceted call centre)
• Previous customer service experience (desired)
• Intermediate to advanced knowledge of Microsoft Office
• Support for computer hardware and any authorized desktop software
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Support for computer hardware and any authorized desktop software
• Ability to provide technical support over the phone, good telephonic skills and professional demeanor

Responsibilities

• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
• Become familiar with each client and their respective applications.
• Delight customers by providing professional and empathetic service
• Participate in pro-active and corrective actions as required to ensure service delivery
• Ensure that customers are confident that they are dealing with companies where the fair treatment of customers is central to the culture
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Be available at the right time to perform service desk duties (schedule adherence)
• Perform in accordance with the service desk users and business processes and policies
• Where customers receive advice, ensure that the advice is suitable and take account of their circumstances.
• Ensure daily, weekly and monthly targets are met

What we offer

• Permanent employment
• A competitive salary
• Access to medical aid and provident fund
• Continuous learning and training
• Hybrid working opportunities