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    • IT Service Desk Agent - Centurion - Sizwe Africa IT Group

    Sizwe Africa IT Group
    Sizwe Africa IT Group Centurion

    1 month ago

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    Description

    Job Summary

    A minimum of 50 words summary is not provided in the base job description. We will provide a detailed job description below.

    Job Description

    This role requires a Grade 12 or equivalent NQF level 4 qualification, with qualifications/certifications at least NQF level 5 preferably in Customer Service and/or Service Desk.

    Key skills and qualifications include ITIL Foundation certification, exposure to IT Network related technology, experience with ServiceNow product platform, MS Office Tools - intermediate level experience, and strong problem solving, analytical skills and organizational skills.

    Responsibilities include call logging, ensuring information on ServiceNow Call Log system is correct when call is logged, managing calls by assigning Technician to attend to call, and ensuring client is updated on call status.

    The successful candidate will also be responsible for call management, managing technician/suppliers to ensure calls are attended in the required turnaround time, retrieving relevant completed paperwork from technician/supplier, and escalating calls not resolved within required SLA to management.

    Self-development, willingness for additional responsibilities, and assisting managers during low activity periods are also key aspects of this role.

    In addition, the successful candidate will be responsible for service quality, ensuring adherence to standards with properly approved documentation, making recommendations in relation to service improvement plans, and managing risk in consultation with Operations and Safety Manager.

    General responsibilities include ensuring all systems and documentation are administered and kept up to date as per Company process and requirements.

    Desired Skills

    Skill in problem solutions and conflict management, advanced skills in telephone and written etiquette, and advanced skills in customer relations management are highly desirable.

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