Service Desk Agent
Permanent ·
Requirements:
National Higher Certificate in ICT or related equivalent NQF 5 Certificate IDEAL National Diploma in IT and ITIL Foundation and A+ or N+. EXPERIENCE 1 year IT Service Desk or IT Administration Experience
Description:
VERALL, PURPOSE OF THE JOB To provide exceptional first line technical support to end-users by resolving IT issues efficiently and effectively. The role encompasses managing the helpdesk, attending to incoming calls, and conducting client satisfaction survey and contribute to the overall improvement of IT services within the organization. Service Desk Manage incoming support requests via phone, email, and ticketing system. Prioritize, categorize, and log incidents and service requests accurately. Provide first-level technical support and troubleshooting for hardware, software, and network issues. Escalate complex issues to higher-level support teams as required. Monitor and manage service desk performance metrics. Contact clients to update them on the status of their queries logged and follow-up with technicians to make sure the SLA is met as far as possible. Operations Contribute to the development and improvement of helpdesk processes and procedures. Participate in knowledge transfer and training sessions. Maintain up-to-date knowledge of IT systems, applications, and infrastructure. Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). Adhere to security policies and procedures. Identify and report potential security threats or vulnerabilities. Assist in security awareness campaigns.
Company: SACAA