2nd Line Support Agent at Shoprite Group of Companies

Purpose of the Job    
The 2nd Line Support Agent will timeously and effectively respond to electronic IT user queries reported by Service Desk. The Agent will coordinate rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations. Provide the highest level of customer service while keeping the customer and Remedy updated on incidents. Continuously update the Knowledge base and ensure skills transfer to the Service Desk.

Job Objectives    
Provide 2nd line support

•  To accurately log all ticket information – ensure full understanding and interpretation of details provided by the enduser
•  To provide secondline support with a focus on incident resolution

Incident Escalations

•  To accurately diagnose the problem or request before escalating to the relevant application support specialist.

Skills transfer and Knowledge base updates

•  Escalate any unresolved problem/request to the relevant application support specialist

Experience in technical system, Skills transfer and Knowledge database updates

•  Identify required training for the Service Desk

 Update the knowledge base and provide guidance to Service Desk Agents on how incidents can be closed and not escalated where
possible

Communication

•  Ensure full understanding and interpretation of details provided by the enduser
•  To continuously communicate to the enduser about steps being taken/progress

Qualifications    
Essential:

• Matric
• SDA
• A+, N+
• ITIL Foundation

Desirable:

• MSCE
• National Certificate in Information Technology – Customer Support  Level 5

Experience    

• 5+years IT Service Desk experience
• Internet, Email (O365)
• eLearning Systems
• Retail experience

Remote support experience

• Point of sale experience
• SAP
• Working with ITSM, TeamViewer and Monitoring tools

Knowledge and Skills    

• Strong verbal and written communications skills with an excellent ability to listen
• Attention to Detail
• Interpersonal skills
• Able to operate as a good team player
• Has an analytical and logical “mindset” when dealing with issues
• Excellent Telephone skills
• Quick and effective decision making

Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts.

• Mon – Fri 07:00 – 16:00 (Early Shift)
• Mon – Fri 08:00 – 17:00 (Normal Shift)
• Mon – Fri 09:00 – 18:00 (Late Shift)