Service Desk Agent (Junior) at Discovery Limited

Key Purpose

• To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of responsibility may include but not limited to

• Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
• Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
• Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
• Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
• Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
• Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
• Monitor resolution progress, provides updates on Contacts when requested and executes Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
• Monitor and manage all Group Nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
• Provide appropriate input to the Knowledge Base.
• Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
• Acknowledge any Complaint and attempts to provide a Resolution at First Line. Should First Line not be possible, executes Hierarchical Escalation to ensure the Complaint is Resolved.(Note: This position is shift based).


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Personal Attributes And Skills

• Attention to detail.
• Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
• Ability to understand impact and urgency in order to assign relevant priorities.
• Strong verbal and written communication skills.
• Strong technical competencies.
• Able to work in a highly pressurized environment with high volumes.
• Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution




 
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Education And Experience

• Matric
• A+, N+, MCSE
• Diploma in Information Technology*
• Previous IT Service Desk / Helpdesk Experience