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    Service Desk Agent - Port Elizabeth, South Africa - Dimension Data

    Dimension Data
    Dimension Data Port Elizabeth, South Africa

    1 week ago

    dimension data background
    Description
    Functieomschrijving

    The Service Desk Agent is a technical role within the Service Desk which reports into the Service Desk Team Leader. Daily responsibilities include responding to in-bounds, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling.

    Requirements

    Qualification:

    • Relevant tertiary qualification
    • The latest Microsoft MCSE qualification is required. Additional certifications such as MCSA, MCDST, N+ and CCNA is preferred
    • ITIL v 3 certification is an advantage

    Years of Experience:

    • At least 2- 3 years' industry experience Service Desk / Call Centre environment and/or proven technical background in IT Operations in large scale, complex IT environment is required
    • A proven technical background in IT operations e.g. Desktop, Printer and/or Network equivalent support with excellent problem-solving skills, including experience and knowledge of the following technologies:

    o Active Directory (including Basic User and Security Group Active Directory administration)

    o Antivirus / Anti-spam Systems

    o Citrix

    o Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation)

    o Microsoft Office products

    o Networking Technologies (LAN, WAN, Security)

    o O365 product suits

    o SQL or Database Administration exposure

    o Windows OS

    • Prior experience in ITSM toolsets (example BMC Remedy, ServiceNow) essential
    • Experience with Genesys Contact Centre is an advantage
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