IT Servicedesk Engineer (6 Month Contract) at Hungry Lion

DUTIES/ RESPONSIBILITIES

• First point of contact for customers and end-users during the scheduled shift period
• All incidents to be managed promptly by answering of inbound telephone calls 
• Providing basic troubleshooting within SLA
• Logging tickets on our ITSM tool, Freshservice
• Classification of Incidents and Requests accordingly by:
• Ensuring that customer or store incidents are assigned the correct category, priority impact classification
• Ensuring that the classification and categorisation of incidents and problems is done with a high degree of accuracy
• Ensuring that service requests are routed/assigned to the correct target groups and vendors for resolution
• Keeping track of incidents and keeping Customers/Stores  informed on the status and progress of the incident and or request
• Monitoring and escalating incidents to relevant 2nd line support groups
• Following up with 2nd line support and the user to ensure that incidents are resolved within agreed SLAs
• Identifying duplicate / similar / matching incidents and identify potential problems
• Escalating incidents where necessary to ensure that appropriate action is taken

REQUIREMENTS

• A relevant Diploma specialising in IT (Advantageous)
• Grade 12
• Must have at least 1 years’ experience in the IT field and call centre environment
• Good understanding of computer software and hardware, mobile devices and other tech products
• Familiar with Google Suite products