Shoprite Vacancies Cape Town – Service Desk Agent I

Job Description:

The Service Desk Agent is responsible for the timely and effective electronic response to IT user queries and problems through the receipt and logging of problems reported by users and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.

Job Responsibilities:

• Provide front-line support with a focus on incident resolution
• Log of Customer Queries and request
• Respond to an electronically logged incident
• Keep user informed about steps being taken/progress
• Provide a high level of quality service at all times
• Provide a first contact resolution whenever possible
• Update the logging system with required and appropriate information
• First level problem resolution in line with Service Level Agreement
• Adhere to organizational standards and procedures
• Accurately logging of all ticket information – ensure full understanding and interpretation of details provided by the end-user
• Handle a high volume of customer calls/incidents
• To escalate incidents and request to the relevant specialist and support teams

Job Requirements:

• Able to operate as a good team player
• Attention to detail
• Knowledge and Skills
• Excellent telephonic skills
• Strong verbal and written communication skills with an excellent ability to listen
• Retail experience
• Interpersonal skills

Qualification & Experience:

• Experience in an IT environment
• A+, N+, MCSE
• Experience working with Remedy, Teamviewer, and Monitoring tools
• 1 – 2 Years experience as Service Desk Agent
• Internet, Email and MS Outlook
• National Certificate in Information Technology – Customer Support – Level 5
• Matric/ Grade 12

Job Details:

Company: The Shoprite Group of Companies

Vacancy Type:  Full Time

Job Location: Cape Town, Western Cape, SA

Application Deadline: N/A

Apply Here

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