Service Desk Agent I at Shoprite

Purpose of the Job

The timely and effective electronic response to IT user queries and problems through the receipt and logging of problems reported by users and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.

Job Objectives

KPA 1 - Provide 1st Line Support:

• Log of Customer Queries and request
• Respond to an electronically logged incident

• Provide a first contact resolution whenever possible
• First level problem resolution in line with Service Level Agreement
• Provide front-line support with a focus on incident resolution
• Keep user informed about steps being taken/progress
• Handle a high volume of customer calls/incidents
• Provide a high level of quality service at all times

KPA 2 - To escalate incidents and request to the relevant specialist and support teams:

• Accurately logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user
• Update the logging system with required and appropriate information
• Adhere to organizational standards and procedures
• Accurately identification before escalating problems and request to the relevant specialist
• Update the reference Library
• Use the reference library available for problem resolution

KPA 3 - Communication

• Provide a technical understanding and effective communication to the end-user Provide "proactive" communication as well as ownership
• Ensure inquiries are handled in a professional and expeditious manner
• Capable of performing in a fast-paced technical environment
• Ensure full understanding and interpretation of details provided by the end-user
• Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts. Mon – Fri 07:00 – 16:00 (Early Shift) Mon – Fri 08:00 – 17:00 (Normal Shift) Mon – Fri 09:00 – 18:00 (Late Shift)

Qualifications

Essential: Matric/ Grade 12 A+, N+, MCSE Desirable: National Certificate in Information Technology - Customer Support - Level 5

Experience

Essential:

• 1 - 2 Years experience as Service Desk Agent or IT environment
• Experience working with Remedy, Dameware and Monitoring tools Internet, Email and Ms Outlook Desirable G Suite Applications
• Retail experience

Knowledge and Skills

Essential Strong verbal and written communication skills with an excellent ability to listen Attention to detail Interpersonal skills Able to operate as a good team player Excellent telephonic skills