Job title : Managed Services Client Service Desk Agent (CD)
Job Location : Gauteng, Johannesburg
Deadline : October 23, 2024
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What you’ll be doing
Key Responsibilities:
- Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
- Uses Managed Services product and process knowledge along with discretion to respond to tickets.
- Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
- Flags the need for such content, when relevant articles are not available
- Provides timely updates to clients, when requested, on any pending requests or tickets.
- Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
- Produces breach and aging reports for tickets opened by the service desk.
- Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
- Uses sound judgment to escalate an issue to a higher level.
- Ensures that a professional level of service quality is maintained and that clients are satisfied.
Knowledge and Attributes:
- Ambitious self-starter who is passionate about IT.
- Solid expertise at using sound judgment to escalate an issue to a higher level.
- Methodical in approach to ticket resolution.
- Demonstrates an ability to interact with a variety of stakeholders.
- Demonstrates required integrity to ensure excellent client service and retention.
- Team player with excellent attention to detail and client focused.
- Effective verbal and written communication skills.
- Ability to work in 24X7 shift structure, based on a defined roster.
- Familiar with ITIL concepts.
- Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
Academic Qualifications and Certifications:
- Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
- 1-2 years experience in Service Desk (Catching and Dispatching) or similar role.
- ITIL v4 foundation certification and knowledge is preferable.
- A+
- N+
- Knowledge of Network and Security technologies.
- Client engagement experience
- AZ-900
- MS-900
- AI-900
Required Experience:
- Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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