Shoprite Group IT / Telecom Jobs in Western Cape
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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
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- 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)
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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
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