Service Desk Agent I at iOCO

What you’ll do:

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
• Ensure that all calls are logged within ITSM tool as per the required operational processes.
• Assist team with work overload as and when required and ensure general administration work is up to date.
• Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
• Follow appropriate escalation procedures as and when required.
• Ensure adherence to respective client specific Operational Manuals.
• Responsibility for own career development as agreed (including own technical and functional skills).

Your expertise:

• 2 - 3 Years’ experience in an IT service desk environment
• 2 - 3 Customer service experience
• 1 – 2 Years’ experience in First call resolution
• Telephone Etiquette Skills

Qualifications required:

• Grade 12
• A+, N+
• ITIL4