Service Desk Agent

Full Job Description:

Service Desk Agent

Are you a highly motivated and customer-focused individual with a passion for technology? Do you thrive in a fast-paced environment where you can make a real difference in users’ daily operations? We are seeking a dedicated and skilled Service Desk Agent to join our dynamic team. This is an exciting opportunity for an individual looking to contribute their expertise to a growing organization. This role will be based in Pretoria, Gauteng, offering a vibrant and engaging work environment.

About the Role:

As a Service Desk Agent, you will serve as the crucial first point of contact for all IT-related inquiries, incidents, and service requests. You will be instrumental in ensuring the smooth and efficient operation of our IT systems, providing essential support to our users and maintaining a high level of customer satisfaction. This position is perfect for someone who enjoys problem-solving, has excellent communication skills, and is committed to delivering exceptional service.

Key Responsibilities and Duties:

Your primary responsibilities will include, but are not limited to:

• Incident and Service Request Management:
  • Comprehensive Logging: Meticulously and accurately log all incoming incident reports and service requests into our designated call tracking system. This includes capturing all relevant details such as user information, issue descriptions, timestamps, and any initial troubleshooting steps taken.
  • First-Level Support and Triage: Provide proficient first-level technical support via phone, email, and potentially chat. This involves actively listening to user concerns, asking probing questions to fully understand the issue, and attempting immediate resolution where possible.
  • Systematic Incident Handling: Efficiently handle the resulting incidents and service requests by rigorously following established incident management and request fulfillment processes. This ensures consistency and adherence to best practices.
  • Categorization and Prioritization: Accurately allocate categorization and prioritization codes to all logged items based on their impact and urgency, ensuring that critical issues receive immediate attention.
  • Initial Investigation and Diagnosis: Conduct thorough first-line investigations and diagnoses to identify the root cause of issues. This may involve remote access to user systems, reviewing logs, and utilizing diagnostic tools.
  • Timely Resolution: Resolve incidents and fulfill service requests promptly and effectively within your scope of expertise, empowering users to return to productivity as quickly as possible.
  • Escalation and Coordination: When unable to resolve an incident or service request within agreed-upon timescales or due to complexity, skillfully escalate to the appropriate second-line support teams, subject matter experts, or external vendors.
  • User Communication and Updates: Proactively keep users informed of the progress of their escalated incidents and service requests, providing clear and concise updates at every stage of the resolution process. This fosters transparency and builds trust.
• Customer Satisfaction and Service Improvement:
  • Proactive Follow-Up: Conduct follow-up communications with users after incident resolution or service request fulfillment to confirm satisfaction and ensure the issue has been fully addressed.
  • Customer Satisfaction Surveys: Actively encourage and conduct customer satisfaction surveys to gather valuable feedback on the quality of service provided. Analyze this feedback to identify areas for improvement and contribute to a continuous service enhancement cycle.

Required Qualifications, Experience, and Skills:

To be successful in this role, you will possess a strong foundation in IT and a commitment to continuous learning:

• Education:
  • A Diploma or equivalent qualification in Information and Communication Technology (ICT) is essential. This demonstrates a fundamental understanding of IT principles and practices. (Preferred)
• Certifications:
  • A+ Certification is mandatory. This certification validates your foundational knowledge of IT hardware, software, and networking, proving your ability to troubleshoot a wide range of technical issues.
  • Microsoft Certified Desktop Support Technician (MCDST) is an added advantage. While not strictly required, this certification would significantly strengthen your application by showcasing specialized expertise in supporting Microsoft desktop operating systems and applications.
• Experience:
  • A minimum of 2 years of hands-on experience in an ICT support role is required. This experience should ideally be within a service desk or helpdesk environment, where you have gained practical skills in troubleshooting, incident management, and customer interaction. (Preferred)

Job Type and Contract Details:

• Job Type: Temporary
• Contract Length: 36 months

Application Questions:

To assist us in evaluating your suitability for this role, please answer the following questions honestly and completely:

• Do you currently hold an A+ Certification? (Yes/No)

We are looking for a dedicated individual who is eager to contribute to a collaborative team environment and help us maintain exceptional IT service delivery. If you meet the above requirements and are ready for a challenging yet rewarding opportunity, we encourage you to apply!

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