Jobs in Go!

Purpose of the Job Answering Calls Making sure EODs are run Running daily back ups Shipping of Equipment Assisting with First Line Support Raising logs Meticulous time keeping Rotational weekend shifts Escalation process Duties may change according to business requirements Deal effectively and timeously with customer complaints and ensure that complaints are resolved or escalated in line with agreed standards Act in a customer-centric manner that is in line with the service code. Meet and exceed the requirements of internal and external customers. Job Objectives MAIN ACTIVITIES: Logging incidents/service requests Follow up and update incidents Resolving incidents Escalating Incidents Use remote tools effectively Reported incidents must be resolved or a workaround found within agreed SLA (service level agreement) Ensure all correspondence related to IT issues is updated on time on the help desk software/application INDICATORS (KPI): Consistently follow processes and procedures Perform post-resolution follow ups Ratio of calls resolved at Service desk % of calls escalated correctly to the relevant area Qualifications Matric (Essential) IT Certificate or Diploma (Essential) A or N Certification (Desirable) Experience Microsoft Products e.g. Windows, Office Suite, 365 etc. (Essential) Network Topologies, support and setup thereof (Desirable) TCP/ IP Networking (Desirable) Knowledge and Skills Good listening skills Multitask Telephone Etiquette Knowledge of Information Technology Service Management system Analytical Investigative Empathy Questioning Probing Knowing ShopRite Furniture processes, IT equipment, Retail functional requirements Best service desk practices All Shoprite Furniture process and procedures Applicant Feedback Policy Apply Now

---

Related Jobs

External Sales Representative Edenvale,Gauteng - Edenvale

Nice Group South Africa Ltd

...

External Sales Representative x2 Edenvale, Gauteng Market Related - Edenvale

Nice Group South Africa Ltd

...

Want to do another search?

Jobs in Go!