Prestigious company based inKempton Park is looking for a Service Desk Agent to join their dynamic team on a long term contract.The candidate must have extensive experience in first line support and must hold A+, N+ and ITILcertification.Education

A+ certification

N+certification

ITIL foundation

MCSE or MCITP
 
Experience & Skills



Minimum 3 years relevant experience within a Service Desk environment

Goodcommand of the English language

Strong telephone etiquette skills

Telephone Skills certification an advantage
 
KEYRESPONSIBILITIES:


DIMENSIONS

Accountable for the timely resolution (within SLA) for allincidents that have been specifically logged
Owner of a logged incident, the end-to-endprocess, until closure
Shifts applicable - 8 hrs per shift x 5 days



PRINCIPAL ACCOUNTABILITIES
1.    Process Alignment
Responsible for the following focus areas:

Ensure the phone isalways answered timeously and in a professional manner

-         Display professional, helpful, responsivebehaviour and willingness to assist the users at all times

Ensure no telephone callsare dropped
Responsible for taking ownership of all incidents that are specifically loggedand therefore, are required to manage the incident during the incident lifecycle
Act 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 thatall IT incidents are logged, without exception
Logging of incidents:

-         Record details of all incidents, timeously andaccurately paying particular attention what the actual issue or request is
-         Ensure that the data captured is of a highquality to facilitate trending and analysis of all incidents
-         Demonstrate effective and efficient managementof incidents during the life cycle of the incident using the journal entries within ITSM
-         Ensure the user is issued with a referencenumber for every incident logged
 

Attempt remote telephonic 1stlevel diagnostics in order to quickly resolve / restore the failed service
Act as thesingle point of contact (SPoC) for all IT related issues, incidents, service request etc for theuser community

 

Respond to all raised incidents via :

-         Telephone calls  (ensure that thetelephone script is followed)
-         Emails
-         Walk-in
-         Radio‘s
-         Self-help Internet access
-         Every other channel available
-         If unsuccessful, reassign and/or escalate theincident to 2nd/3rd level support, including the Field Service Engineer

Responsible forchecking the Service Desk Voice Messaging system for User calls.

–  Mustcall the user back to obtain incident details
–  Must assign the incident andensure incident resolution process begins

Track and update incidents via the journalentries
Responsible for checking the Service Desk Email Messaging system for Usercalls.
Responsible for escalation for P1 incidents via Voice comms, email, SMS etc.
Take ownership if any incident that have been re-assigned to you
Hand-over all incidentto the next shift for further resolution.
Responsible for escalation of incidents to ITinternal management or to external 3rd Party Management if required to resolve and restore theService affected
Responsible for providing the user with regular feedback on the progressof the incident
Responsible for ensuring that journals within ITSM record the activitiestaken during the incident life cycle to reach a resolution

Monitoring ofincidents

Responsible for ensuring that all details captured into ITSM areaccurate, error free and clearly highlights what the impact is / was to the user
Responsible for following up of all reassignments to ensure that incidents do not breach andthat adequate / timeous progress is being made as per agreed SLA’s
Monitor theprogress of all incidents assigned  and ensure that all steps are taken by the right resourceresolve the incident before it breaches

Closing of incidents

Once a resolution has been found and/ implemented take responsibility for obtaining permissionvia email from the user to close the incident logged. The incident may not be closed unless the userhas given permission to close it.
Responsible for attaching required permission email tothe logged incident within ITSM
Ensure that resolution details are filled inappropriately.
Follow-up with the user on the resolution of the incident.

Governance and Compliance

Ensure adherence to all ACSA policies,process, standards and procedures
Ensure compliance to IT security standards and bestpractice

Audit

Action audit report findings as and whenrequired

 
Knowledge management

·Implement developed systems, timeously, for the Service Desk environment e.g.; troubleshooting guides, methodologies, operation manuals etc.

2.    Customer Service
3.   Learning

Respond timeously to customer queries and  provideregular feedback
Update customers on the progress being made with their specificincident.
Actively find ways to improve customer service
Provide customer serviceas per agreed SLA’s with Business.

Performance Contracts

Participate in annual contracting process, agree and sign required documentation
Participate in quarterly performance management process / reviews

 
Skills Development

Ensure learningsolutions are identified, proposed and implemented according to ongoing personal and teamdevelopment plans.
Negotiate training and development requirements with manager.