Service Desk Operator (SDO) - Edenvale at Shoprite Group of Companies

Purpose of the Job    

• Answering Calls 
• Making sure EODs are run 
• Running daily back ups 
• Shipping of Equipment 
• Assisting with First Line Support 
• Raising logs 
• Meticulous time keeping 
• Rotational weekend shifts 
• Escalation process 
• Duties may change according to business requirements 
• Deal effectively and timeously with customer complaints and ensure that complaints are resolved or escalated in line with agreed standards 
• Act in a customer-centric manner that is in line with the service code. 
• Meet and exceed the requirements of internal and external customers. 

Job Objectives    
MAIN ACTIVITIES:

• Logging incidents/service requests 
• Follow up and update incidents 
• Resolving incidents 
• Escalating Incidents 
• Use remote tools effectively 
•  Reported incidents must be resolved or a workaround found within agreed SLA (service level agreement) 
• Ensure all correspondence related to IT issues is updated on time on the help desk software/application 

INDICATORS (KPI):

• Consistently follow processes and procedures 
• Perform post-resolution follow ups 
• Ratio of calls resolved at Service desk 
• % of calls escalated correctly to the relevant area

Qualifications    

• Matric (Essential)
• IT Certificate or Diploma (Essential)
• A+ or N+ Certification (Desirable)

Experience    

• Microsoft Products e.g. Windows, Office Suite, 365 etc. (Essential)
• Network Topologies, support and setup thereof (Desirable)
• TCP/ IP Networking (Desirable)

Knowledge and Skills    

• Good listening skills 
• Multitask 
• Telephone Etiquette  
• Knowledge of Information Technology Service Management system 
• Analytical 
• Investigative 
• Empathy 
• Questioning 
• Probing
• Knowing ShopRite Furniture processes, IT equipment, Retail functional requirements 
• Best service desk practices 
• All Shoprite Furniture process and procedures