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Service Desk Agent Job Description: Key Responsibilities, Qualifications & Skills

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locations: Altron Campus Wood mead Block. type: Full time

Service Desk Agent

Job Description:
We are seeking a skilled Service Desk Agent to ensure prompt and effective resolution of password reset, account lockout, and incident-related requests. Join our team to enhance customer satisfaction through timely and proficient ticket management.

KEY RESPONSIBILITIES:

  • Swift logging of incidents/requests.
  • Timely response adhering to SLAs.
  • Accurate documentation and categorization in Remedy system.
  • Meeting customer SLAs.
  • Efficient assignment of calls to relevant personnel.
  • First-line support, including password resets and account unlocks.
  • Escalation to the appropriate team if needed.
  • Adherence to company procedures.
  • Responsive communication via calls and emails.
  • Maintain a professional Service Desk image.
  • Collaboration and support within the team.
  • Continual enhancement of technical and industry skills.
  • Knowledge sharing.
  • Monitoring trends and informing relevant staff.
  • Promptly escalate unresolved issues.

CORE RESPONSIBILITIES:

  • Adherence to Corporate Governance and Risk Management Policies.
  • Compliance with Health and Safety Standards.
  • Management of third-party relationships.

COMMUNICATIONS & WORKING RELATIONSHIPS:

  • Collaboration with team members and peers.
  • Interaction with end-users and third-party providers.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

  • Matric (Grade 12) required.
  • A+ and N+ certifications (essential).
  • ITIL Foundation Certification (V3 or 4).
  • 1-2 Years working experience (advantageous).
  • Strong communication skills (written and verbal).
  • Excellent client engagement and interpersonal skills.
  • Analytical and problem-solving abilities.
  • Self-motivated with excellent time management skills.

Behavioural Competencies:

  • Business Acumen: Uses a methodical problem-solving approach as a foundation for effective decision making, considering importance, urgency, risk, and financial implication.
  • Delivery: Organized action plans and resource utilization.
  • Teaming: Collaborative communication and stakeholder relationship building.

Join our team to contribute to a seamless service desk experience. Apply now and be part of a dynamic and fulfilling role that prioritizes customer satisfaction and continuous improvement.

Education: National Certificate Level 4 (N4) / Grade 12 (Required)
Languages: English


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