Service Desk Agent (BWE & AECI) L1 at Altron Bytes Systems Integration

Job Description

• We are looking for a Service Desk Agent is responsible for logging job incidents/calls and escalating them to next level support. This may include both internal and external clients. May also require first line resolution of calls/incidents logged.

​​​Key Responsibilities:

• Ensure that each incident/request is immediately logged.
• Ensure that all the incidents / requests are responded to within required SLA
• Ensure calls are recorded in the Remedy system, accurately documented and
• categorised
• Ensure that contracted customer Service Level Agreements are met .
• To ensure all unassigned calls are timeously assigned to the relative person or correct
• team.
• Provide first line support where possible. (Reset passwords and account unlocks)
• Assign to the appropriate person, department, or vendor for resolution if not able to
• resolve on a first contact.
• Adhering to company processes and procedures.
• Respond to all phone calls and emails received.
• Keep customer informed of the status of logged calls, global problems, or down time.
• Always maintain a professional Service Desk image.
• Work effectively as part of a team and seek to support the team’s goals.
• Continuous broadening own technical, functional, and industry skill base.
• Engaging in formal and informal knowledge transfer.
• Performing related work as required.
• Building good relationships with customers.
• Keep all relevant staff informed of any perceived trends, positive or negative, in the phone
• calls and emails being received.
• Update Team Leader or Service Desk Manager immediately of any unresolved issues,
• escalations, and general issues to avert crises.
• Be able to diagnose hardware and software related issues.
• Ensuring that response times are kept within the parameters set in the SLA.
• Perform administration duties and ensure documentation is updated and completed on time.

QUALIFICATIONS; SKILLS & REQUIRED WORK EXPERIENCE:

• Grade 12 (Matric)
• A+ and N+ (essential)
• ITIL Foundation Certification (V3 or 4)
• 1-2 Years working experience (advantageous)
• 1-2 Years IT Service Desk Operations/ Call Centre Experience (advantageous)
• Strong Communication (Written and Verbal)
• Quality and Customer Service orientated.
• Good Interpersonal Skills.
• Ability to prioritise and impart knowledge
• Ability to work in a fast-paced environment and under pressure.
• Ability to work independently and within teams
• Self-Motivated and able to work with minimum supervision and to strict deadlines