About the Service Desk Agent:
The Service Desk Agent is responsible for providing efficient and professional IT support to end-users, acting as the first point of contact for all technical inquiries and issues. This role involves diagnosing and resolving incidents, managing service requests, and ensuring that incidents are accurately logged, categorized, and prioritized.
The candidate would be working on CoCre8’s ITSM tool and supporting end-users.
The position will be based at CoCre8’s offices in Midrand
- Office-based environment with potential shifts to cover business hours.
- Standby duty may be required to provide after-hours support as needed.
The position will be for a fixed term starting 1 November 2024 – 31 October 2026.
Minimum Requirements.
- Proven experience as a Service Desk Agent or similar role.
- Proven working experience with one or more ITSM tools.
- Proficiency in operating systems (e.g., Windows, macOS, Linux) and software applications.
- Strong hardware/Software troubleshooting skills.
- Excellent communication and customer service skills.
- Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
- MS 365 Certified: Modern Desktop Administrator Associate will be an advantage
- MCSA Windows 10 will be an advantage
- MCSA: Office 365 will be an advantage
- Knowledge of ITIL (Information Technology Infrastructure Library) principles is beneficial.
- Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
Qualifications
- Matric.
- IT-related diploma / certifications.
Skill requirements:
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Proficiency in remote support and troubleshooting tools.
- Adaptability and willingness to learn new technologies and processes
- Customer-focused with a commitment to delivering high-quality support.
Key Responsibilities:
1.Incident Management:
- Act as the first point of contact for all IT-related issues and inquiries.
- Provide expert Level 1 assistance on hardware and software features, functions, and usage.
- Identify, log, categorize, prioritize, and manage incidents and service requests, escalating when necessary.
- Resolve incidents at Level 1 whenever possible; otherwise, escalate to Level 2 or Level 3 support teams.
- Coordinate with local support teams for approved IMACD (Install, Move, Add, Change, Delete) requests.
2.Service Request Management:
- Record, track, and manage all service requests from initiation to resolution.
- Provide end-to-end incident management, including identification, escalation, resolution, and closure.
- Verify and confirm with end-users upon the completion of service requests.
3.Documentation & Reporting:
- Maintain accurate and detailed records of all incidents, service requests, and interactions.
- Document resolved solutions in the knowledge base for future reference.
- Ensure all reports are completed accurately and delivered on time.
4.Continuous Improvement:
- Participate in the continuous improvement program to enhance service delivery.
- Conduct end-user satisfaction surveys to gauge service quality and identify improvement areas.
5.Root Cause Analysis:
- Assist in coordinating root cause analysis on recurring and high-priority incidents.
- Identify incident characteristics and root causes for Level 1 and Level 2 incidents.
6.Hardware and Software Management:
- Utilize remote control capabilities to manage and update software and maintain compliance with configuration and inventory standards.
- Recommend and implement changes to support processes as needed.
7.Additional Responsibilities:
- Provide support during planned and unplanned events that require additional resources due to abnormal call volumes.
- Ensure service requests are handled based on priority and impact, not the method of notification.
Should you wish to apply for this position, submit your CV to Human Resources via e-mail: bernice.fourie@cocre8.com before 11 September 2024
Correspondence will only be entered into with shortlisted candidates. Please clearly indicate the position for which you are applying.
CoCre8 Technology Solutions reserves the right to withdraw this vacancy at any given time.