Service Desk Agent I

SUMMARY:

We are seeking a proactive and customer-focused Service Desk Agent I, providing first-level technical support and troubleshooting to ensure seamless IT operations. Skilled in resolving issues efficiently, assisting users with software and hardware concerns, and delivering excellent service with a problem-solving mindset.

<...

POSITION INFO:

We are seeking a proactive and customer-focused Service Desk Agent I, providing first-level technical support and troubleshooting to ensure seamless IT operations. Skilled in resolving issues efficiently, assisting users with software and hardware concerns, and delivering excellent service with a problem-solving mindset.

What you’ll do:

• Excellent customer interaction.
• Positive attitude required with excellent telephone etiquette.
• Team player with good work ethic and attendance record.
• Self-driven - Get the job done.
• Strong event management abilities with customer focussed.
• Requires performing daily application availability checks and event monitoring tasks.
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement.
• Provide proactive system monitoring.
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged.
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk.
• Ensure that calls are assigned to the next resolver groups within the specified timeframes.
• Working well with another colleague/team player/ willing to assist.
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner.
• Following instructions including customer Working Instructions (WI) or management instructions.

Your expertise:

• Telephony soft skills qualifications and/or Call center/Service Desk experience.
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders.
• Excellent Customer Interaction and communication.
• Service Desk Experience.
• Call Centre Experience.
• Event Management Experience.
• Incident Management Experience.
• Multi-tasking skills.
• Telecommunication experience .

Qualifications required:

• National Senior Certificate/ Matric/ N3/ Grade 12
• A+
• N+
• Pass typical recruitment checks (reference, criminal checks, etc.)
• Qualifications preferred/ knowledge:
  • ITIL v3 certification
  • Linux\Unix qualifications and/or experience
  • Service Desk Experience

Other information applicable to the opportunity:

• Permanent Positon 
• Location: Cape Town
• Work environment: Customer site Midrand
• Physical Demands: Sitting, Walking, Bending
• Travel: Must have a vehicle and a valid driver’s license to travel to work and back or a reliable transport system to be on time for work.

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.