Service Desk Agent I (iOCO0182) at iOCO

Job Description

• Are you a Service Desk Agent who thrives on solving problems and keeping systems running smoothly? We’re looking for a proactive go-getter who can monitor applications, manage incidents, and ensure timely resolution of service requests. Customer-focused and proactive Service Desk Agent with strong communication, incident management, event monitoring and customer service skills. Experienced in supporting system availability, monitoring applications, logging and escalating incidents, and ensuring timely communication with stakeholders. Committed to meeting Service Level Agreements (SLAs), resolving issues efficiently, and maintaining accurate documentation in line with established procedures.

What you'll do:

• Requires performing daily application availability checks and event monitoring tasks
• Provide proactive system monitoring
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
• Ensure that calls are assigned to the next resolver groups within the specified timeframes
• Working well with another colleague/team player/ willing to assist
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner
• Following instructions including customer Working Instructions (WI) or management instructions

Your Expertise:

• Positive attitude required with excellent telephone etiquette
• Team player with good work ethic and attendance record
• Self-driven - Get the job done
• Strong event management abilities with customer focused
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement
• Go-getter
• Telephony soft skills qualifications and/or Call center/Service Desk experience
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
• Excellent Customer Interaction and communication
• Service Desk Experience
• Call Centre Experience
• Event Management Experience
• Incident Management Experience
• Multi-tasking skills
• Telecommunication experience
• Qualifications:

Qualification Essential Competency 

• National Senior Certificate/ Matric/ N3/ Grade 12
• A+
• N+
• Pass typical recruitment checks (reference, criminal checks, etc.)

Qualifications preferred/ knowledge 

• ITIL v3 certification
• Service Desk Experience
• Call Centre Experience