Service Desk Agent at ADvTECH

Job Description

Provides a contact point 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. May manage incidents to completion.

Ensures that optimal 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 customer service centre, maximises cross support opportunities and ensures that targets are attained.

In a Service Centre / Help Desk function provides first-line support for user enquiries 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, telephonically, assisting the user to resume normal operation, channelling requests for help to appropriate functions; monitoring progress, and keeping users appraised. Maintains 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.

Provides service on a shift basis for:

•  Weekdays up 12 hours (06:00-18:00)
•  Saturdays up to 6 hours (08:00-14:00)
•  Sundays up to 4 hours (09:00-13:00)
•  Resolve Help Desk Calls

Education (Formal Qualification required)
Minimum

• Microsoft Enterprise Administration
• IT Degree / Diploma
• ITIL
• Matric and A+ / N+ certification essential
• IT Background with previous customer experience essential
• Drivers license

Experience (Minimum Experience required - type and number of years)

• General ICT Industry Years 2
• Systems Administrator Years 1