(1872) Help Desk Agent and Administrator x2

The main purpose of this position is to provide first-line contact and handle incoming calls and assign and manage calls from clients of the South African Reserve Bank’s Corporate Services Department.

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Follow help desk procedures for the completion of tasks and respond to and route incoming calls in accordance with priorities and agreed service levels.
• Communicate to clients regarding the progress of requests/enquiries from receipt to closure.
• Handle help desk-related queries and engage positively with colleagues and stakeholders on the telephone or in person.
• Update and maintain the call management system to allow accurate recording of calls received and resolution activities.
• Identify problems which require expertise, route them for support and escalate those that require urgent attention.
• Continually assess client satisfaction and recommend actions for improvement where necessary.