Service Desk Agent Bloemfontein - Bloemfontein
Datacentrix
We are looking for an EUC Technician/ IT Service Desk Agent to be based in Bloemfontein. The successful candidate will be responsible for all end user support and service desk services to be delivered to client. Key responsibilities: To provide efficient and effective customer service to the Customer New equipment installation, such as workstations, peripherals, accessories, etc. Deployment and installation of workstation software inclusive of system software, productivity software and applicable driver software Maintenance. Onsite technical support Entry level network troubleshooting and repair Relocation of computer equipment as per operational requirement Extensive troubleshooting and resolving hardware or software fault, replacing parts as required and updating the resolutions on IT Service management systems. Supporting and assisting in the roll out of new software or applications Testing and evaluating new technologies on request Technical Hands-on support during special events (conferences, skype sessions, video conferences, livestreaming, mass Wi-Fi connectivity) Executive support during national off-site conferences and break-a ways Ad hoc special assignments to meet requirements of abnormal situations Technical support during disaster recovery and business continuity events Selective after hours support as and when required Comprehensive Daily Activity reports Compile Incident / escalation report Weekly and Monthly reporting Bi-weekly oversight report on performance and service requirements Ensure adherence to all COMPANY and Datacentrix policies, process, standards, and procedures Compliance in terms of COMPANY and Datacentrix policies relating to health and wellness, safety, security, dress code and technical quality. Ensure KPI's are met Ensure compliance to IT standards and best practice Respond timeously to customer queries and always provide feedback Actively find ways to improve customer service Provide customer service as per agreed SLA's Constantly ensure that reference numbers are provided to customers / users when logging an incident Consistently conduct oneself in a professional, polite, and technically sound manner Constantly speak coherently utilising telephone etiquette techniques Minimum qualifications: Matric MCSE A N Valid driver's license essential See Description See Description
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