IT Service Desk Engineer (Fixed Term 12 months)

Stellenbosch, Western Cape
Temporary
Full-time

1 hour ago
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The primary role of an IT Service Desk Engineer is to answer all incoming calls and log all requests reported by users accurately and efficiently as per the agreed process to provide the user with a positive experience of Hungry Lion.This function includes answering all incoming calls, basic troubleshooting, ticket logging, monitoring, remote support via phone or online via support tools.DUTIES/ RESPONSIBILITIES

First point of contact for customers and end-users during the scheduled shift period
All incidents to be managed promptly by answering of inbound telephone calls
Providing basic troubleshooting within SLA
Logging tickets on our ITSM tool, Freshservice
Classification of Incidents and Requests accordingly by:

Ensuring that customer or store incidents are assigned the correct category, priority impact classification
Ensuring that the classification and categorisation of incidents and problems is done with a high degree of accuracy
Ensuring that service requests are routed/assigned to the correct target groups and vendors for resolution
Keeping track of incidents and keeping Customers/Stores informed on the status and progress of the incident and or request
Monitoring and escalating incidents to relevant 2nd line support groups
Following up with 2nd line support and the user to ensure that incidents are resolved within agreed SLAs
Identifying duplicate / similar / matching incidents and identify potential problems
Escalating incidents where necessary to ensure that appropriate action is taken

REQUIREMENTS

A relevant Diploma specialising in IT (Advantageous)
Grade 12
Must have at least 1 years’ experience in the IT field and call centre environment
Good understanding of computer software and hardware, mobile devices and other tech products
Familiar with Google Suite products

COMPETENCIES

Excellent customer service, verbal communication, phone skills and a high level of professionalism
Must be able to demonstrate a customer-centric approach to support
The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
Natural aptitude for troubleshooting & problem-solving in a timeous manner
Excellent communication skills in English and one other official language
The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance
Quick analytic response to resolve issues in any situation
Self-motivated and willing to learn, as well as always find the solution
Ability to communicate technical issues to technical and non-technical employees

Hungry Lion