Agent: IT Service Desk Job at SITA SOC

Purpose of the job

• To log, classify and categorize IT incidents and requests for IT clients, perform first line support and update calls accordingly, as well as to route call to next level support if not able to resolve.

Key Responsibility Areas

• Availability; Answer inbound calls; Quality of calls; Logged calls on ARS and/or ITSM; First call resolution rate; First Line Support; Post call Survey; Cut Calls.

Qualifications and Experience

• Minimum: Matric (Grade 12) A+ or N+.
• Experience: 6 months IT Service Desk/12 months Admin.

Technical Competencies Description

• Knowledge of: Telephony system; Customer management services Operating Systems/Applications (ARS)/ITSM; Policy, process and standards; Operational business rules and processes.

Deadline:3rd September,2026