Job - IT Service Desk Agent (x2)

Job Description

To log, classify and categorize IT incidents and requests for IT clients, perform first line support and update calls
accordingly, as well as to route call to next level support if not able to resolve.

Minimum Requirements

• Minimum: Matric (Grade 12) A+ or N+.
• Experience: 6 months IT Service Desk/12 months Admin
• Knowledge of: Telephony system Customer management services Operating Systems/Applications (ARS)/ITSM
Policy, process and standards Operational business rules, processes and skills.

Responsibilities

• Answer inbound calls
• Quality of calls
• Logged calls on ARS and/or ITSM
• First call resolution rate
• First Line Support
• Post call Survey
• Cut Calls