Second Line Support Agent - Brackenfell at Shoprite Group of Companies

Purpose of the Job    

• The purpose of the 2nd Line Support Agent is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by Service Desk and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.
• This role applies knowledge of company IT systems and products to conduct in-depth troubleshooting, analysis and resolution or escalation of the user incidents within established company standards and timelines for ITIL frameworks and Service Level Agreements.
• Furthermore, this role maintains client servicing etiquette and efficiency in a fast-paced environment whilst being adept at handling high volume client incidents and ensures that the client, IT Service Management tools and knowledge database are updated.  

Job Objectives    

• Ensure that the client incident information pertaining to 1st line service desk support escalations is valid, accurate and easy-to-understand. 
• Perform in-depth (2nd line) technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for
• ITIL frameworks and Service Level Agreements. 
• Provide high quality service during customer interactions, and ensuring the client is well informed about the problem, resolution timelines and timeous feedback on all stages.  
• Liaise with service desk and application support teams to facilitate incident resolution.  
• Efficiently escalate any unresolved problems or requests to the relevant application support (3rd line support) team with accurate information and problem diagnosis prior to the escalation. 
• Update the logging system according to established standards, procedures and timelines. 
• Manage all incidents within the applicable IT Service Management (i.e., BMC Helix, Jira Service Management, etc.) tools to provide support for a broad range of enterprise technical systems including Retail System SAP and Point of Sale. 
• Ensure tools are available and in place for efficient support. 
• Update the knowledge database for future references according to agreed standards and timelines. 
• Provide input on the need analysis and support for Service Desk Agents training with guidance on efficiently troubleshooting, managing, resolving and closing incidents with minimal escalations. 
• Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy-to understand and detailed for the end-user. 
• Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats etc). 
• Continuously communicate incident progress or resolution steps to clients. 

Qualifications    

• Matric / grade 12 certification. 
• A+ or N+ and ITIL 4 Foundation Certification. 
• Service Desk Analyst certification. 
• IT related Diploma / Degree 

Experience    

• +2 Years' experience in general IT operations/support services or similar role with knowledge of 2nd line support service and solid experience resolving and escalating IT related queries within a service desk support environment in a retail context. 
• Experience with IT Service Management tools (I.e., BMC Helix, Jira Service Management, etc.) for incident support. 
• Experience in a Retail / Wholesale / Financial Services industry. 
• Working knowledge of MS Office Suite. 
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and Microsoft applications. 
• Good understanding of Incident, Knowledge and Problem Management

Knowledge and Skills    

• Strong Technical Proficiency and understanding of services - Understands technical information and a wide range of IT support services to adequately perform on the job and guide customers towards a solution. 
• Service Support and Customer orientated - Committed to providing high-quality customer service. Empathizes with customers and ensures their customer needs are understood, problems timeously resolved, and expectations met and resolving queries as well as leaving a good impression.
• Always thinking of the customer first attitude. 
• Excellent written and verbal communication skills ability to convey information and data clearly, accurately and succinctly with the ability to simplify technical concepts and convey messages and ideas to users across organisational levels. 
• Good problem-solving skills - Comprehends new information to generate insights while proactively investigating courses of action to identify feasible solutions.  
• Well-developed interpersonal skills – able to interact, engage and maintain professional relationships with people at all levels of the corporate structure, and enjoys. Authentic and builds positive rapport with customers.  
• Able to work under pressure, prioritize and balance numerous competing demands in a high-volume, high pressured, fast-paced working environment. 
• Energetic and vibrant, and enjoys working in a dynamic, fast paced environment. 
• Comfortable with change and adapting to different requests.