Service Desk Agent

Job Category: Sales
Job Type: Contract
Job Location: Cape Town
Experience: 1 - 5 years

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era. You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things. You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions. Great talent. Great teams. Great work. Great opportunities.

Want to be part of our team?

A Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.
What you’ll be doing.

Stakeholder engagement

Internal: Engage with internal MS Service Engineers and other functions, including ones in region/country, receive instructions, and manage escalation of incidents as necessary following agreed on procedures.
External: Act as first-line technical support for clients including call handling, ticket creation and logging and the analysis, assignment and escalation thereof.

Skills and attributes

Autonomy: Works under general direction and is a self-starter. Uses MS product & process knowledge along with discretion to respond to complex tickets. Refers to predefined work instructions or standard operating procedures for responding to complex issues. Applies skill/knowledge where such content is unavailable and facilitates the building of knowledge base to address such gaps. Based on the urgency and impact of an issue, uses sound judgment to escalate the issue to a higher level. Ability to use ITSM tools, chat or other tools that may be introduced etc.

Influence

Works and interacts with cross-functional and technical teams to influence the faster resolution of clients’ tickets. Working-level contact with customers, vendors, suppliers and partners, where applicable.

Methodical

Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution. Updates knowledge base on learnings or flags a request for an update of articles.

Customer service support

Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, inform users about the process and advises relevant persons of actions taken.

Behavioural and Business Skills

Demonstrates the ability to interact with a variety of stakeholders
Demonstrates required integrity to ensure excellent client service and retention
Demonstrates the attributes of professionals, attention to details and client-focused
Has strong product/service knowledge.
Contributes fully to the work of teams
Strong and effective verbal and written communication skills. Ability to work in 24×7 shift structure, based on a defined roster.

Work Outputs

logging: Service Desk Agent is responsible for receiving, validating and creating an ITSM ticket for all client requests. Ensure all relevant details are captured for assigning right priority and right resolver group assignment for faster resolutions. Ensure client SLA are tracked for each ticket and are met.

Tracking: Service Desk Agent tracks each ticket to gather current activity updates. The updated information on the tickets is used to provide timely & regular updates to clients.

Escalation: Service Desk Agent proactively analyse and track the tickets to identify SLA commitments breaches for timely escalations to right teams and levels. Where necessary Escalate exceptions to right teams and levels.

Resolution: Service Desk Agent works closely with technical teams to expedite fault/ticket resolution. Ensure client contacts are timely updated of the resolution progress of the ticket. Follow up with all internal teams for resolutions within SLA aligning to the ticket priority and to ensure Zero SLA breaches.

Produce and use reports: Service Desk Agent/team produces reports to track SLA compliance, Ageing report and review with respective teams for compliance and process improvements along with recommendations

Next career steps

Senior Service Desk Agent
Service Desk Team Lead
Relevant Cross-Functional Services position
Education required:
General Qualification in Technology (Technical Diploma)
Optional certifications:
ITIL Foundation v3 (or latest) certification
Work experience required

Experience

1 – 5 years’ work experience
At least 2 years’ work experience in the Technology Industry and Call Centre environment is preferred.

For more information contact Mpilo & send your cv at Mpilo@quenchaagroupsolution.co.za
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