Junior Service Desk Agent at ADvTECH

Job Description

Overall Purpose of the Job (Please provide a summary of why the job was created and what the main responsibilities are)

Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. May manage the incident to completion.

Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained. In a sales oriented center, maximizes cross selling opportunities and ensures that targets are attained. In a Service Centre / Help Desk function provides first-line support for user inquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses. This includes: basic training for the user, assisting the user to resume normal operation, channeling requests for help to appropriate functions; monitoring progress, and keeping users appraised. The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.

Service Desk & Call Logging
Resolving the logged call if you have the ability to do so alternatively escalate to application support, infrastructure and level 2,3 Service Desk Administrators

• Call Logging
• Log call on Services Desk within SLA , accurately populating all call details
• Classify, prioritize & assign all logged calls
• Log and administer incidents, problems, change requests & service requests
• Escalate calls to higher support
• Call Update
• Following up and updating calls on Service Desk
• 1st Line Support
• Resolve as many logged calls as possible before escalation/within SLA
• Awareness of all Incidents, problems & Changes  on Service Desk and their priorities
• Customer Support

Understanding & attending to Group IT customer needs

• Support Group IT customers using customer support principles.
• Communicating (proactively & reactively) with customers.
• Applications & Systems Support

1st  Line Support

• Provide 1st level support on assigned applications within SLA
• Monitor and administer Applications/Systems Problems
• Applications Access Management
• Administer the Access Control System(P7) i.e. grant access rights, channel access rights calls, update & terminate)

Education (Formal Qualification required)

• Microsoft Enterprise Administration
• IT Degree / Diploma
• IT Background with previous customer experience essential
• 1 year relevant experience