Job title : Service Desk Agent Job Location : Western Cape, Cape Town Deadline : December 14, 2024 Quick Recommended Links Jobs by Location Job by industries 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) Customer Service jobs