Service Desk Agent (iOCO0116)
Overview
We are seeking a proactive and customer-focused Service Desk Agent with strong experience in incident and event management within a call centre or service desk environment. The ideal candidate will be responsible for monitoring systems, ensuring timely and accurate communication with clients, and consistently meeting Service Level Agreements (SLAs).
Requirements
- National Senior Certificate/ Matric/ N3/ Grade 12
- A+
- N+
- ITIL v3 certification (preferred)
- Telephony soft skills qualifications and/or Call center/Service Desk experience
- Excellent Customer Interaction and communication
- Multi-tasking skills
- Strong sense of responsibility
Responsibilities
- Provide proactive system monitoring
- Ensure accurate and timely communication with clients regarding incidents logged
- Meet relevant Service Level Agreements in the Call Logging System
- Assign calls to the next resolver groups within specified timeframes
- Follow customer Working Instructions or management instructions
- Perform daily application availability checks and event monitoring tasks
How to apply
Verify before you apply
SpanSam summarises opportunities for easier discovery. Always confirm the closing date, eligibility requirements and submission instructions on the original source before sending personal information or documents.
About this listing: SpanSam is an opportunity discovery service and is not the hiring employer unless explicitly stated. Application decisions and source-listing changes are controlled by the employer or institution.