The Shoprite Group of Companies, comprising several iconic brands, is the largest retailer in Africa. It started out as a group of eight grocery stores in 1979, and has grown into a technologically-advanced, continent-wide business selling items from food, liquor and medicine, to concert tickets and furniture. Today the Group is at the forefront of retail...
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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.
Provide 2nd line support
Skills transfer and Knowledge base updates
Experience in technical system, Skills transfer and Knowledge database updates
Update the knowledge base and provide guidance to Service Desk Agents on how incidents can be closed and not escalated where
Remote support experience
Knowledge and Skills
Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts.
Note: Never pay for any training, certificate, assessment, or testing to the recruiter.
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