Service Desk Operator I at Shoprite Group of Companies

Job Objectives

Provide 1st Line Support:

• Perform 1st line technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
• Provide high quality service during customer interactions, and ensuring the customer is well informed about the problem, resolution timelines and timeous feedback on all stages.
• Liaise with service desk and application support teams to facilitate incident resolution.

Incident Escalation:

• Update the logging system with required and appropriate information, ensuring an accurate understanding and interpretation of details provided by the end user. 
• Adhere to the established organisational standards, procedures, and timelines. 
• Efficiently escalate any unresolved problems or requests to the relevant application support (2nd line support) team with accurate information and problem diagnosis prior to the escalation.

Communication:

• Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy-to-understand and detailed for the end-user.
• Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats etc).
• Continuously communicate incident progress or resolution steps to clients.

Qualifications

• Matric / Grade 12 certification – (essential). 
• A+ or N+ Certification - (essential).
• National Certificate in IT (Customer Support: Level 5) – (essential). 

Experience

• +1 Years' experience in general IT operations/support services or similar role with knowledge of 1st line support service and experience resolving and escalating IT related queries within a service desk support environment in a retail context – (essential).
• Experience in a Retail / Wholesale / Financial Services industry – (preferred). 
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and Microsoft applications - (desired).