Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required N+,N+ Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Soft Skills 2
Other Language Required 2 Soft Skills 3
Job Description Main Purpose of the Job (In one sentence)
To log all calls generated from the event management system to internal and external clients, and control the call lifecycle from inception to completion including incident analysis and troubleshooting, problem, change and vendor management within the expected client SLA& including all applicable levels of customer satisfaction ratings.
Main Responsibilities / Tasks
Prompt and efficient logging of all incidents and service request received via email, web and telephone.
Assess prioritise and complete initial investigation for all service requests logged via the service desk.
Verify the details of a caller and their IT resources (also called a configurable items, or CI)
Must be able to work shifts.
Provide the appropriate type of technical support to resolve IT related incidents and to respond to users
and customer queries with a degree of accuracy.
Coordinate first, second and third tier support as well as support vendors when calls are escalated
Be accountable for all service requests from inception to completion regardless of other team
assignments. Maintain up to date product and technical knowledge as and when required, and to document and share knowledge with colleagues promptly after it has been acquired.
Assist the service desk manager in building and maintaining a world class service desk by making sure
all user interactions with the service desk is a rewarding experience.
Manage customer relations effectively using the SLA and specific circumstance as a guide and provide
this service in a respectful, courteous and decisive manner.
Understand and document customers needs accurately in the call logging systems to enable speedy
resolution of escalated service request. Document the steps taken to resolve the issue and the next action to be taken by you or the next level. Conform to our standard written etiquette policy at all times. Maintain customer documentation used during the support process. Ensure long term customer retention and satisfaction. Assist in the identification of business opportunities. Reduce support costs by the efficient use of resource and technology. Close incidents and confirm satisfactory outcome with the customers.
Classify complete and accurate information according to root cause identified. Be aware of change / release plans and how they will affect routine activities. All escalation processes and procedures are adhered to. Ensure all alerts are actioned and updated according to the processes and procedures. Share drives, C: drives are updated with new and relevant information.
Job Requirements
Formal Qualifications Required
-Matric/Grade 12
Essential
-A+ N+
Essential
-CCNA
Essential
-ITIL Foundation v3
Desirable
Job Related Experience Required Time Span
-Working experience in a Service desk environment
2 years
Essential
-Working experience in a Network operation Centre
1 year Essential
-Working hours 24x7x365 shifts (own transport preferable)
1 year
Essential
Job Related Knowledge Required
-Network and user support and troubleshooting (A+ and N+/CCNA level)
Essential
-Prompt, accurate, complete and efficient call logging on an ITIL based application from various sources (email, telephone, web etc.)
Essential
-Complete assessment and first attempt at resolution for all incoming calls
Essential
-Verify all call details including logger, configuration items, contact details etc.
Essential
-Coordinate all applicable incident/request details including following up with assignee & vendor management and all applicable levels of tier support
Essential
-Be accountable for all calls logged from inception to successful completion
Essential
-familiarization of processes and procedures on all shared information portals
Essential
-Professional conduct including excellent telephone etiquette to all internal and external clients
Essential
-Provide feedback on, and refinements to all applicable internal and external client policy, procedural and process documentation including updating any relevant knowledge base items or shared information portals Desirable
-Daily, weekly and monthly applicable reports identified as part of the specific role as defined by management on a regular basis
Desirable
Job Related Skills Required
-Understanding Routing and switching protocols
Good
-Networking equipment and infrastructure
Good
-Networking troubleshooting techniques and customer testing
Entry Level
Competencies
-Adaptability
-Building Customer Loyalty
-Time Management
-Follow up
-Initiative
-Innovation
-Managing Conflict
-Communication
-Continuous Learning
-Customer Focus
-Decision Making
-Quality Orientation
-Stress Tolerance
