2nd Line Support Agent at The Shoprite Group of Companies

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)