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  • Posted: May 17, 2021
    Deadline: Not specified
  • The Shoprite Group of Companies, comprising several iconic brands, is the largest retailer in Africa. It started out as a group of eight grocery stores in 1979, and has grown into a technologically-advanced, continent-wide business selling items from food, liquor and medicine, to concert tickets and furniture. Today the Group is at the forefront of retail...
    Read more about this company


    Service Desk Operator I

    Job Objectives    
    Provide 1st Line Support:

    •  To accurately log all ticket information – ensure full understanding and interpretation of details provided by the enduser
    •  To timeously respond to logged incidents
    •  To provide firstline support with a focus on incident resolution
    •  To ensure that first level problem resolution is in line with Service Level Agreement
    •  To handle a high volume of customer calls/incidents
    •  To provide a high level of quality service at all times
    •  To update the reference library for future reference

    Incident Escalations:

    •  Update the logging system with required and appropriate information whilst adhering to organisational standards and procedures.
    •  To accurately diagnose the problem or request before escalating to the relevant specialist
    •  Escalate any unresolved problem/request to the relevant specialist


    •  To gather an understanding of the technical problem/request
    •  Ensure full understanding and interpretation of details provided by enduser
    •  To continuously communicate to end user about steps being taken/progress
    •  To ensure inquiries are handled in a professional and expeditious manner

    Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts.

    • Mon – Fri 07:00 – 16:00 (Early Shift)
    • Mon – Fri 08:00 – 17:00 (Normal Shift)
    • Mon – Fri 09:00 – 18:00 (Late Shift)


    • Matric
    • A+, N+, MCSE


    • 1  2 years Service Desk Operator or IT environment Experience
    • Internet, Email and Office 365
    • Working with Remedy, Teamviewer and Monitoring tools
    • Knowledge and Skills    
    • Remote support

    Method of Application

    Interested and qualified? Go to Shoprite Group of Companies on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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