Cape Town, South Africa | Posted on 15/10/2024
The Junior Service Desk Agent will be the first point of contact for internal and external clients seeking technical assistance. This role requires providing exceptional customer service, troubleshooting IT issues, and escalating problems as necessary. The ideal candidate will have a solid foundation in IT principles, relevant certifications, and experience in a call center environment.
Duties and responsibilities Respond promptly to user inquiries via phone, email, and ticketing system.
Diagnose and resolve technical hardware and software issues.
Provide step-by-step guidance to users in troubleshooting problems.
Escalate unresolved issues to senior support staff as needed.
Document all interactions and resolutions in the ticketing system.
Maintain a high level of customer satisfaction through effective communication.
Assist in the development and maintenance of knowledge base articles.
Participate in team meetings and contribute to process improvement initiatives.
Stay current with technology trends and updates relevant to the support environment.
RequirementsQualifications and experience: Shift Work: Willingness to work in shifts, including evenings, weekends, and holidays.
Experience: Minimum of 2 years of experience in an IT Call Centre environment.
Qualifications Education: Relevant National Certificate in IT or related field.
Certifications:
ITIL Foundation Certification.
CompTIA A+ Certification.
CompTIA Network+ Certification.
Relevant ITIL certifications are a plus.
Skills Strong problem-solving skills and attention to detail.
Excellent verbal and written communication skills.
Ability to work effectively in a team and independently.
Proficiency in common IT tools and technologies (e.g., Microsoft Office, remote desktop tools).
Familiarity with ticketing systems and IT service management processes.
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