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  • Posted: May 4, 2021
    Deadline: Not specified
  • 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...
    Read more about this company


    2nd Line Support Agent

    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


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


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


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


    • 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)

    Method of Application

    Interested and qualified? Go to Shoprite Group of Companies on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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