Service Desk Engineer (iOCO0096) at iOCO

Job Description

• We are seeking a motivated and customer-focused Service Desk Engineer to join our team. The role provides an opportunity to support customers, manage incidents, monitor systems, and resolve technical issues in a fast-paced environment. The ideal candidate will demonstrate excellent communication, problem-solving, and multitasking skills. The successful candidate will be responsible for accurate incident logging, escalation, follow-ups, and coordination with resolver groups and service providers. Knowledge of ITIL, Linux/Unix, SQL, Remedy/HP Service Desk, and event or NOC monitoring will be advantageous.

What you'll do:

• Excellent customer interaction.
• 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
• Requires performing daily application availability checks and event monitoring tasks
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement
• 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
• Engage with service providers for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged.
• Go-getter

Your Expertise:

• Telephony soft skills qualifications
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholder
• Multi-tasking skills

Qualifications:

• Qualification Essential Competency
• National Senior Certificate/ Senior Certificate/ Grade 12
• A+ and N+
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
• Pass typical recruitment checks (criminal, qualification, ID verification checks, etc.)

Qualifications preferred/ knowledge

• ITIL v3 certification
• Linux\Unix qualifications and/or experience
• SQL qualifications and/or experience
• Application knowledge. (Morpheus 2, M2 Dealer, Service Base, Qnomy, Vodaview, Mediation Zone, FMS, SFG, etc.)
• Remedy and/or HP Service desk experience
• Event management, NOC/ NMC, HP BSM dashboard monitoring experience.