Service Desk Agent Fixed Term Contract - Midrand - Cocre8

Cocre8 Midrand

1 week ago

Description

**Service Desk Agent Role**

The Service Desk Agent is responsible for providing efficient and professional IT support to end-users, acting as the first point of contact for all technical inquiries and issues. This role involves diagnosing and resolving incidents, managing service requests, and ensuring that incidents are accurately logged, categorized, and prioritized.

This individual would be working on CoCre8's IT Service Management (ITSM) tool and supporting end-users with their technical needs.

The position will be based in an office environment with potential shifts to cover business hours. Standby duty may be required to provide after-hours support as needed.

Key Responsibilities

Act as the first point of contact for all IT-related issues and inquiries.
Provide expert Level 1 assistance on hardware and software features, functions, and usage.
Identify, log, categorize, prioritize, and manage incidents and service requests, escalating when necessary.
Resolve incidents at Level 1 whenever possible; otherwise, escalate to Level 2 or Level 3 support teams.
Coordinate with local support teams for approved IMACD (Install, Move, Add, Change, Delete) requests.

Service Request Management

Record, track, and manage all service requests from initiation to resolution.
Provide end-to-end incident management, including identification, escalation, resolution, and closure.
Verify and confirm with end-users upon the completion of service requests.

Documentation & Reporting

Maintain accurate and detailed records of all incidents, service requests, and interactions.
Document resolved solutions in the knowledge base for future reference.
Ensure all reports are completed accurately and delivered on time.
Participate in the continuous improvement program to enhance service delivery.
Conduct end-user satisfaction surveys to gauge service quality and identify improvement areas.
Assist in coordinating root cause analysis on recurring and high-priority incidents.
Identify incident characteristics and root causes for Level 1 and Level 2 incidents.

Hardware and Software Management

Utilize remote control capabilities to manage and update software and maintain compliance with configuration and inventory standards.
Recommend and implement changes to support processes as needed.

Additional Responsibilities

Provide support during planned and unplanned events that require additional resources due to abnormal call volumes.
Ensure service requests are handled based on priority and impact, not the method of notification.

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