Service Desk Agent (3 Years)
- Pretoria, Gauteng
- Permanent
- Full-time
- Logging all relevant incident/service request detail on the call tracking system
- Providing first-level support through taking calls
- Handling the resulting incidents or service requests using the incident
- Reporting and request fulfilment processes.
- Allocating categorization and prioritization codes
- Providing first-line investigation and diagnosis
- Resolving incidents/service requests they are able to
- Escalating incidents/service requests that they are unable to and resolve within agreed timescales, keeping users informed of progress
- Follow up on customer satisfaction.
- Conduct customer satisfaction surveys.
- Diploma or equivalent qualification in ICT
- Minimum 2 years ICT experience
- Microsoft Certified Desktop Support Technician (MCDST) (added advantage)
- A+ certification
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