Service Desk Agent - Midrand - IOCO

    IOCO
    IOCO Midrand

    1 week ago

    iOCO background
    Description

    **Job Title:** Service Desk Agent

    We are seeking a highly motivated and customer-focused individual to join our team as a Service Desk Agent. As the first point of contact for users, you will be responsible for providing fast, friendly, and efficient technical support to resolve IT issues.

    About the Role:

    You will act as a single point of contact for user base resolution on all IOC related issues logged at the help desk. A typical day may include:

    • Call Management: resolving incidents and requests in a timely manner.
    • Monitoring and Reporting: tracking and reporting calls to ensure effective issue resolution.
    • Documentation and Collaboration: maintaining accurate records and collaborating with teams to ensure seamless issue resolution.
    • Technical Assistance: providing active resolution on all calls or emails logged for IT assistance within agreed-upon SLA timeframes.
    • User Support: answering user inquiries regarding computer software or hardware operation to resolve problems efficiently.
    • Troubleshooting: investigating and resolving problems or providing technical assistance and support.
    • Hardware and Software Issues: referring major hardware or software problems or defective products to vendors or technicians for service.
    • Data Communication Transactions: maintaining records of daily data communication transactions, problems, and remedial actions taken, or installation activities on relevant systems.
    • Training and Development: training others in computer interface or software use.

    Your Expertise:

    We are looking for someone with:

    • 1-2 years of function-related experience.
    • Capabilities:
      • Focused on delivering high levels of customer satisfaction and enhancing the end-user experience.
      • Capable of managing multiple issues simultaneously and prioritizing tasks effectively to meet SLAs.
      • Familiarity with the ITIL framework (Incident and Request, Change, Event, and CMDB Management).
      • Excellent verbal and written communication skills to engage with both technical and non-technical stakeholders.

    Qualifications:

    • Grade 12
    • A+, N+
    • Soft Skills and ITIL Foundation (Requirement for Snr. Service Desk Agent)
    • Preferred qualifications:
      • Technical IT Qualification

    Other Information:

    • Permanent Position
    • Location: Midrand

    Why Work for Us?

    iOCO is an innovative technology company that provides Industrial OT solutions to drive sustainability in our communities. We offer a collaborative work environment, great career development opportunities, and a chance to work on exciting technology that creates value for our communities.

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