Service Desk

Key Roles and Responsibilities:Receive client requests and at times be required to perform first line fault diagnostics on client networks and serversEnsure the correct escalation procedure is followed on all critical calls and requestsAssist with analyzing and interpreting escalation requests to ensure the correct categorization and prioritizationEnsure users are kept updated on the progress in relation to the resolution of the faultKeep accurate records of faults, including the clients informationKnowledge, Skills, and Attributes:Ability to work under general directionAmbitious self-starterAbility to use sound judgment to escalate an issue to a higher levelMethodical in approach to ticket resolutionDemonstrates ability to interact with a variety of stakeholdersDemonstrates required integrity to ensure excellent client service and retentionDemonstrates the attributes of professionalsExcellent attention to detail and client focussedStrong and effective verbal and written communication skillsAbility to work in 24X7 shift structure, based on a defined rosterAcademic Qualifications and Certifications:Diploma or equivalent qualificationITIL Foundation Level certificationRequired Experience:Basic to moderate level years of experienceBasic to moderate level experience level in the Technology Industry and Call Centre environmentWhat will make you a good fit for the role?Standard career level descriptor for job level: Uses skills and policies to complete work Work is semi-routine Occasionally deviates from routine Can complete own routine work Gets instructions on new work only Typically requires moderate level of related experience
Cape Town, WC, ZA