Contractor - Service Desk Agent at Astron Energy (Pty) Ltd.

The Service desk agent’s responsibilities are to provide customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the end users. They support the Service Manager in synchronising efforts to maintain high quality services across the enterprise. The role takes day to day direction from the Service Desk team leader who will set the day to day priorities, monitors all performance metrics and ensures that service delivery meets all service level agreements (SLAs), with a focus on continuous service improvement. The service desk agent will participate as required in incident, problem and change management across the IT function.

Responsibilities (but not limited to) :

• Remedy or Customer Zone.
• Be responsive to requests and ensure SLA’s are met or exceeded
• Always deliver customer service in a responsive manner, providing fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the end users.
• Ensure all enterprise IT services are accomplished according to SLAs
• Provides input to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for IT provided services
• Support the deployment/transition of IT services alongside other IT groups
• Service management performed with the customer, simplicity, speed, agility, accuracy and efficiency in mind (always time to do it right, the 1st time)
• Review response times with Service manager, evaluate user satisfaction levels and making recommendations for improvement
• Takes ownership and ensures proactive closure for problem reports that fall within area of responsibility
• Review current performance of services and components in the enterprise IT environment and provide input to enhance services
• Take direction from Service Desk team lead and Service manager in working towards a common set of priorities and focus areas
• Provide team lead and manager with trend analysis and common root causes that can be addressed through user education
• Conduct productivity push sessions to enhance end user productivity
• Partner with end-user computing and other IT service groups to share common problems, long-term sustainable solutions and knowledge sharing
• Actively seek and promote ways to continuously enhance the customer experience
• Ensure high levels of customer satisfaction with delivered services
• Follow strict procedures in the event of Severity 1 incident, cyber incidents or VIP issues to ensure speedy resolution
• Builds and maintains business relationships
• Participate in incident and problem management in order to continuously improve service delivery and to avoid reoccurrences of incidents.

Professional Qualification and Certifications:

• Bachelor’s Degree in Computer Science, Information Systems or other related field, or equivalent work experience.
• CompTIA, ITIL, ITSM and/or MCSA certification preferred

Work Experience: 

• Minimum 2-4 years’ consecutive service desk or end-user computing experience

Knowledge and skills:

• Excellent troubleshooting / problem-solving skills
• Passionate about customer relationship management and service delivery
• Strong verbal and written communication skills
• Ability to work under pressure
• Strong knowledge of IT service management processes and experience in delivering improvements to these processes
• Broad IT knowledgebase including a number of applications e.g. MS Windows, MS Office, SAP, GRC, AD, SharePoint, VPN, encryption, advance email and MS Office functions
• Ability to adhere to defined processes and procedures Strong interpersonal and teamwork skills
• A ‘can-do’ attitude 

 Key Processes Supported:

• AD User account Adds, Changes, Deletes
• SAP password reset
• eMail account Adds, Changes, Deletes
• User problem logging in Remedy
• Sev1 process resolution support
• Cyber and DP process support

This role supports the following critical Head Office processes:

• AD access
• SAP