Service Desk Agent needed at Apex Group

Description

• The Service Desk Agent is the first line of contact for the Service Desk. This role is responsible for conducting initial problem determination/analysis and either resolving or assigning calls to relevant technical areas. User facing and ensures that the ticket management process is correctly executed with desired outcomes.

Job specification

• Answering Service Desk calls promptly and in a professional and courteous manner.
• Providing prompt, efficient, detailed, user-oriented service to Maitland Users.
• Working with other User support teams to ensure a consistent and high-quality level of support.
• Actively seeking solutions to User needs, communicating trends to management, and suggesting innovative solutions on behalf of the user experience.
• Monitor Cherwell for tickets assigned to the queue.
• Promptly acknowledge and provide efficient 1st line support for tickets in the queue.
• Promptly acknowledge and route tickets to correct resolver groups where 1st line support is not possible.
• Communicate and document resolutions.
• Pro-actively add knowledge to the knowledge base.
• Log and Complete Cherwell records for ALL calls, accurately and timeously.
• Improve the support process by making recommendations.
• Share client feedback with relevant teams and team members and collaborate to ensure above expectation results;
• Other duties as assigned.

Skills Required:

• Excellent telephone manner;
• Dedicated, methodical, responsible, ethical and diplomatic in the way you work;
• Excellent communication and interpersonal skills (both verbal and written);
• Fully PC literate;
• Excellent command of the English language;
• Good time management skills;
• Attention to detail;
• Ability to self-study;
• Quick and adaptive learner;
• Professional and presentable;
• Ability to work unsupervised;
• Proactive and deadline driven;
• Passionate about user service;
• The ability to quickly establish rapport with users;
• The ability to understand when to escalate problems to a superior;
• The ability to deal with conflict;
• The ability to work under pressure;
• The ability to ‘own’ a task from inception to resolution;
• The ability to manage and prioritise multiple tasks;
• The ability to clearly write information;
• The ability to clearly communicate a logical process;
• The ability to screen telephone calls appropriately to ensure that calls are not transferred unnecessarily;
• The ability to communicate clearly with technical and non-technical audiences, both verbally and written;
• Ability to work in teams and in a team environment;
• The ability to open and close service desk tickets as well as manager the classification, the assignments, tracking and completion of requests;
• Technically proficient.

Attributes:

• Excellent communication and interpersonal skills (both verbal and written);
• Must have excellent command of the English Language;
• Must be able to work unsupervised;
• Must be organized, methodical, dedicated and , responsible in approach to work;
• Must  be honest reliable and have good work ethics;
• Must be  able to pay attention to detail;
• Must have the ability to self-study and must be a quick and adaptive learner;
• Must be proactive and deadline driven;
• Must be diplomatic and professional at all times;
• Display a sincere commitment, dedication and enthusiasm.

Key Accountability

• Matric;
• ITIL Foundation (Preferrable)