Job title : Internship: IT Service Desk Agent
Job Location : Gauteng,
Deadline : October 06, 2024
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Key Purpose of the role
- To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.
Areas of responsibility may include but not limited to
- Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
- Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
- Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
- Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
- Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
- Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
- Monitor resolution progress, provides updates on Contacts when requested and executes Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
- Monitor and manage all Group Nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
- Provide appropriate input to the Knowledge Base.
- Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
- Acknowledge any Complaint and attempts to provide a Resolution at First Line. Should First Line not be possible, executes Hierarchical Escalation to ensure the Complaint is Resolved.
Personal Attributes and Skills
- Attention to detail.
- Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
- Ability to understand impact and urgency in order to assign relevant priorities.
- Strong verbal and written communication skills.
- Strong technical competencies.
- Able to work in a highly pressurized environment with high volumes.
- Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution
Qualification Requirements
- Matric / Grade 12 is essential.
- Diploma in Information Technology: Networking, completed within the last 12 months
Specific Requirements:
- Passion for IT
- No previous internship and or graduate programme in any industry or government institution
- No work experience (Essential)
- Between the ages of 20 – 30 (Essential)
- You must be a South African Citizen by Birth or by naturalization before the 27th April 1994.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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