Service Desk Agent - Dimension Data

As a service desk agent, you will be 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 the expectations of the role.

Requirements

• Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms and processes

• Uses MS product and process knowledge along with discretion to respond to tickets

• Provide client with a first call resolution, where possible leveraging standard operating procedures or work instructions

• Provide timely updates to clients, when requested, on any pending requests or tickets

• Work closely with resolver groups, and other functions to ensure timely updates are sent to the client

• Produce breach and ageing reports for tickets opened by the service desk

• Identify gaps and shortcomings in the current processes, procedures, and services and provide recommendations for improvement

• Ensure the correct escalation procedure is followed on all critical calls and requests
• Ability to work in a 24x7 shift structure, based on a defined roster.

Qualifications

• Bachelor's degree, diploma/ relevant qualification in IT/Computing

• ITIL certification

• 2- 3 years of work experience in a similar role

Perks

We value our employees at Dimension Data and have designed our benefits to help promote employee satisfaction and overall wellbeing in the workplace. Our benefits range from medical aid / medical insurance, group life cover and funeral benefits to business, wellbeing and lifestyle benefits.

The well-being of our employees is important to us and that’s why we offer a minimum of 18 days annual leave, flexibility in the workplace, monthly wellness activities and initiatives, an Employee Assistance Programme and other great lifestyle benefits to keep you engaged and help you thrive at Dimension Data.