Service Desk Agent (MCG) at Altron Managed Solutions

Job Description

• We are looking for Helpdesk Technician for our client that provides exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms. Ensure that the identification, logging, allocation, resolution of password reset and account lockout related incidents and requests, and correct allocation of tickets that affect the quality of service to the customers is carried out timeously and effectively and to the satisfaction of the client.

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 tickets assigned to the Service Desk
• Provide feedback to customer when following up on tickets assigned to the various support teams
• 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
• Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance

Qualifications, Skills and Experience:

• CompTIA A+
• CompTIA N+ (advantageous)
• ITIL Foundation Certification
• 1-2 Years IT Service Desk Operations/ Call Centre Experience