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  • Posted: Feb 26, 2018
    Deadline: Not specified
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    Six Square Networks is a leading provider of managed services, offering end-to-end infrastructure, security and cloud solutions to the medium-size enterprise market, enabling clients to gain operational control, visibility and efficiency, to consolidate and manage costs, whilst aligning with governance, risk and compliance objectives. With a vision to red...
    Read more about this company

     

    Service Desk Agent

    Job description

    Primary duties and responsibilities (include but are not limited to):

    • Receiving, and logging tickets for, all inbound requests (e-mail, telephonic, customer portal).
    • Follow standard service desk operating procedures. Being present and available to clients.
    • Assist customers with ISP type requests (e.g. E-mail (POP3, SMTP, O365), Connectivity, Hosting, etc).
    • Assign service desk requests to relevant queues and resources.
    • Alert Service Delivery Manager to high priority requests and incidents.
    • Monitor incoming requests for repetitive issues and trends.
    • Monitor NOC systems for anomalies, and raise tickets as appropriate.
    • Monitor client connectivity status and capacity and update accordingly.
    • Assist with resolving / completing ISP and Tier 1 service requests.
    • Become familiar with relevant customers and their environments.
    • Document and maintain information pertaining to client environments, systems etc
    • Prepare various activity and system reports.
    • Know, understand and apply company and service desk policies and procedures.
    • Become familiar with the Company’s services and solutions, and actively promote the company and its services.
    • Procurement: Engage with hardware / software vendors to spec, quote, procure, receive, prepare and deliver IT goods to customers.
    • Other duties as may be assigned by the service delivery manager from time to time.

    Education and Experience

    • MCSA or equivalent certification.
    • MCSE / Bachelor’s Degree or equivalent preferred.
    • Working knowledge and experience in current desktop operating systems, office applications and common software applications.
    • Experience in a helpdesk environment.
    • ITIL experience / qualifications will be highly beneficial.

    Key Competencies

    • Excellent communication skills. Both written and spoken business English is essential.
    • Trouble-shooting and problem-solving ability.
    • Stress tolerance. Must be able to work under pressure / high work-loads when required.
    • Good team work and interaction
    • Planning and Organisation Skills.

    General Requirements

    • Friendly presence, helpful attitude with good interpersonal skills and the ability to work well with others.
    • Excellent customer service skills and attitude. Always treat customers and colleagues professionally and politely.
    • Ability to provide technical support telephonically, remotely or directly.
    • Be able to adapt to changing work flows – be able to multi-task during busy times, and remain productive during slower times.
    • Consider and offer ways to improve the products and services offered by the company.
    • Ability to work with and without direct supervision.
    • Driver’s License
    • After-hours work may be required from time-to-time

     

    Method of Application

    Interested and qualified? Go to Six Square Networks on www.linkedin.com to apply

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