Service Desk Agent - Western Cape

Service Desk Agent - Western Cape

The Service Desk Agent provides call logging and first call resolution for calls reported to the Service Desk. Responsibilities include initial assessment, classification, investigation and resolution of calls.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment

Minimum Requirements:

• Matric/NQF equivalent
• IT Diploma or Certificate
• 1 Years’ Service Desk Agent experience
• A+ preferred
• N+ would be an added advantage

What you'll be doing

Client/Customer Experience – Catch and Dispatch

• Responds to all incoming calls within the agreed service level
• Receives, validates and logs client requests and capture the detail of the request
• Responds to e-mail, web, fax and monitoring service requests / incident that are logged onto the system
• Delivers a professional and efficient (first) interface between Merchants / Dimension Data and clients
• Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
• Updates calls / incidents according to the standard defined process
• Allocates and routes all calls to the correct internal / external support group or person
• Validates that all user details are correct and ensures that discrepancies are to be rectified through the correct channels
• Accurately log and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients
• Captures details with regard to activities in the life cycle of every task of every call
• Escalates internally when support groups / people are not available to be allocated calls / incidents
• Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
• Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
• Responds to all customers with willingness and appropriate tone and language
• Ensures own product, system, process and policy knowledge is current
• Identifies and documents gaps and/or inaccuracies and/or better ways of working with respect to SOPs.
• Takes accountability and responsibility for incident management as per ITIL standards and best practices.
• Responsible for managing calls through to resolution within the SLA

Client/ Customer Call Resolution

• Completes testing and troubleshoot where applicable up to resolution
• Escalates to relevant technical support via approved process when required
• Manages calls, through the call life cycles in accordance with SLA, most notably, calls      which:
• o Runs the risk of failing
• o Placed put in feedback status
• o Placed in admin status
• o Placed in customer agreed status

• Increases the number of calls being resolved through first line resolution
• Monitors, maintain, track update and reports Service Desk queues

Escalates problems to the relevant technical expert via line manager, in each and every                                  instance you encounter a technical problem which you cannot resolve within at most                          25% of the allocated SLA time, at the same time logging a related task in the Call Logging System      

• Escalates problems to the relevant technical expert via line manager in every instance you have problems to remotely connect to a user’s machine.
• Engages with necessary internal stakeholders and is responsible for managing calls through to resolution within the service level agreement conditions by coordinating product requests and liaising with relevant internal / external resolver groups to ensure            resolution
• Provides support on various Operating Systems, software applications, peripherals and tools
• Provides 1st line support on LAN, WAN and WiFi networks

2. Governance

• Communicate policies to the client with regards to support
• Allocates all logged calls to the correct support group

3. Operational Excellence

• Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities.
• Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks.
• Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work.
• Brings any out-of-line situations to the attention of management, including equipment failure.
• Captures all customer details and data relevant to the call or service intervention efficiently and accurately.
• Adheres to all Service Desk Policies, Procedures, Codes of Conduct and legislative requirements
• Resolves all customer queries within acceptable time frames
• Meet and exceed productivity and customer satisfaction targets, as well as any other performance target.
• When any issue is required to be escalated, it will be escalated to the Team Leader as a 1st point of escalation.