National concern based in CapeTown is looking for a Service Desk Agent Administrator to join their team on a contract basisMinimumRequirements:

1 year to 3 years Service Desk Experience
MCSE orMCITP
ITILFoundation
A+
N+

 Responsibilities:

Ensure the phone isalways answered timeously and in a professional manner
Display professional, helpful,responsive behaviour and willingness to assist the users at all time
Ensure no telephonecalls are dropped
Responsible for taking ownership of all incidents that are specificallylogged and therefore, are required to manage the incident during the incident lifecycleAct as thesingle point of contact (SPOC) for the user even if the incident is reassigned to other functionallevels such as 2nd Level, Field Service Engineers etc.
Ensure that all IT incidents arelogged, without exception
Logging of incidents
Record details of all incidents,timeously and accurately paying particular attention what the actual issue or requestis
Ensure that the data captured is of a high quality to facilitate trending and analysis ofall incidents
Demonstrate effective and efficient management of incidents during the lifecycle of the incident using the journal entries within ITS
Ensure the user is issued with areference number for every incident logged
Attempt remote telephonic 1st leveldiagnostics in order to quickly resolve / restore the failed serviceAct as the single point ofcontact (SPoC) for all IT related issues, incidents, service request etc for the usercommunity
If unsuccessful, reassign and/or escalate the incident to 2nd/3rd level support,including the Field Service Engineer
Responsible for checking the Service Desk VoiceMessaging system for User calls.
Must call the user back to obtain incidentdetails
Must assign the incident and ensure incident resolution process begins
Trackand update incidents via the journal entries
Responsible for checking the Service Desk EmailMessaging system for User calls.
Responsible for escalation for P1 incidents via Voicecomms, email, SMS etc.
Take ownership if any incident that have been re-assigned toyou
Hand-over all incident to the next shift for further resolution.
Responsible forescalation of incidents to IT internal management or to external 3rd Party Management if required toresolve and restore the Service affected
Responsible for providing the user with regularfeedback on the progress of the incident
Responsible for ensuring that journals within ITSMrecord the activities taken during the incident life cycle to reach a resolution
Responsiblefor ensuring that all details captured into ITSM are accurate, error free and clearly highlightswhat the impact is / was to the user
Responsible for following up of all reassignments toensure that incidents do not breach
Monitor the progress of all incidents assigned  andensure that all steps are taken by the right resource resolve the incident before itbreaches