L2 Service Desk Agent - Cape Town, South Africa - NSC Global

NSC Global
NSC Global
Verified Company
Cape Town, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

Overview:
Providing 2nd level German

  • English speaking telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.


To be a successful Service Desk Agent, the individual must be customer and service oriented, self-confident, and have an aptitude for ICT issues.


Responsibilities:


  • Records the incoming client requests orders or incidents , creates tickets.
  • Questions the client thoroughly in the interest of fault diagnosis.
  • Monitors the systems and creates a ticket when a defect is detected.
  • Processes the incoming tickets (e.g. from the helpdesk).
  • Identifies, diagnoses and categorizes the incident/ call/ ticket and determines priorities.
  • Changes user settings from distance if needed.
  • Forwards more complex problems to next level of support.
  • Updates client information and the ticket management system throughout the whole process, and logs information.
  • Tracks tickets and informs the client about its status.
  • Observes the expected service levels as stated in the contract.
  • Closes the ticket.
  • Reports to the requester of report at the requested frequency.

Qualifications:

NOTE:
B2 GERMAN SPEAKING ESSENTIAL
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