Service Desk Operator I at The Shoprite Group of Companies

Job description

We require the services of a Service Desk Operator I at Shoprite Head Office.

You will be responsible to timeously and effectively respond to electronic IT user queries through the receipt and logging of incidents reported by users and the coordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.

Educational & Experience Requirements:

• Matric/ Grade 12
• A+, N+, MCSE
• National Certificate in Information Technology  Customer Support  Level 5
• 1  3 IT Service Desk experience

You Will Be Required To Do The Following:

• KPA 1  Provide 1st Line Support:
• To accurately log all ticket information – ensure full understanding and interpretation of details provided by the end user
• To timeously respond to logged incidents
• To provide firstline support with a focus on incident resolution
• To ensure that first level problem resolution is in line with Service Level Agreement
• To handle a high volume of customer calls/incidents
• To provide a high level of quality service at all times
• To update the reference library for future reference
• KPA 2 – Incident Escalations:
• Update the logging system with required and appropriate information whilst adhering to organisational standards and procedures.
• To accurately diagnose the problem or request before escalating to the relevant specialist
• Escalate any unresolved problem/request to the relevant specialist
• KPA 3  Communication:
• To gather an understanding of the technical problem/request
• Ensure full understanding and interpretation of details provided by end user
• To continuously communicate to end user about steps being taken/progress
• To ensure inquiries are handled in a professional and expeditious manner

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