Service Desk Operator (SDO) - Edenvale at Shoprite Group of Companies

Job Objectives

MAIN ACTIVITIES:

• Logging incidents/service requests 
• Follow up and update incidents 
• Resolving incidents 
• Escalating Incidents 
• Use remote tools effectively 
•  Reported incidents must be resolved or a workaround found within agreed SLA (service level agreement) 
• Ensure all correspondence related to IT issues is updated on time on the help desk software/application 

INDICATORS (KPI):

• Consistently follow processes and procedures 
• Perform post-resolution follow ups 
• Ratio of calls resolved at Service desk 
• % of calls escalated correctly to the relevant area

Qualifications:

• Matric
• IT Certificate or Diploma
• A+ or N+ Certification
• MCSE Certification

Experience:

• Microsoft Products e.g. Windows, Office Suite, 365 etc.
• Network Topologies, support and setup thereof
• TCP/ IP Networking

Knowledge and Skills

• Good listening skills 
• Multitask 
• Telephone Etiquette  
• Knowledge of Information Technology Service Management system 
• Analytical 
• Investigative 
• Empathy 
• Questioning 
• Probing
• Knowing ShopRite Furniture processes, IT equipment, Retail functional requirements 
• Best service desk practices 
• All Shoprite Furniture process and procedures