Service Desk Agent - SIMS

Overall Purpose of the Job:

Provides a contact point for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems. May manage incidents to completion

Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained.

In a sales-oriented centre, maximises cross selling opportunities and ensures that targets are attained.

In a Service Centre / Help Desk function provides first-line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses.

This includes: basic training for the user, assisting the user to resume normal operation, channeling requests for help to appropriate functions; monitoring progress, and keeping users appraised. The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.

Provides service on a shift basis for:

• Weekdays up 12 hours (06:00-18:00)
• Saturdays up to 6 hours (08:00-14:00)
• Sundays up to 4 hours (09:00-13:00)
• Resolve Help Desk Calls

Education - Minimum:

Microsoft Enterprise Administration

IT Degree / Diploma

IT Background with previous customer experience essential

Matric and A+ / N+ Certification is essential

2 to 3 years relevant experience

Education - Ideal:

ICT Diploma

ITIL Practitioner Certification

Drivers Licence

Detailed Description:

Service Call receipt and Handling

• Logs calls on Services Desk within SLA , accurately populating all call details
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Classifies, prioritises & assigns all logged calls
• Provides accurate information on IT products or services
• Logs and administers incidents, problems, change requests & service requests
• Resolves logged calls if possible or advises caller of the need for scalation
• Follows up and updates calls on Service Desk

Escalations & Reporting

• Escalates unresolved issues calls to the next level of support personnel (application support, infrastructure, BPA or Development and level 3 Service Desk Agents)
• Keeps up to date with all incidents, problems and chnages on service desk and their priorities
• Completes daily reports on calls.

Customer Service & Support

• Understands & attends to Group IT customer needs
• Passes on any feedback or suggestions by customers to the appropriate internal team
• Supports Group IT customers using customer support principles.
• Communicates (proactively & reactively) with customers.
• Identifies and suggests possible improvements on procedures

Applications/ Systems Support

• Provides 1st level support on assigned applications within SLA
• Monitors and administers Applications/Systems Problems
• Assists with daily administration tasks (Applications checks , maintenance and upgrades)
• Provides accurate & clear verbal and written reporting for application failure investigations and resolutions
• Administer the Access Control System(P7) i.e. grant access rights, channel access rights calls, update & terminate)