Overview
MS Service Desk Agent Jobs in Cape Town, South Africa at Dimension Data
Functieomschrijving
The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.
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Key Roles and Responsibilities:
Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
Uses MS product and process knowledge along with discretion to respond to tickets
Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available
Provide timely updates to clients, when requested, on any pending requests or tickets.
Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
Produce breach and aging reports for tickets opened by the service desk
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
Knowledge, Skills, and Attributes:
Ability to work under guidance
Ambitious self-starter
Ability to use sound judgment to escalate an issue to a higher level
Methodical in approach to ticket resolution
Demonstrates ability to interact with a variety of stakeholders
Demonstrates required integrity to ensure excellent client service and retention
Demonstrates the attributes of professionals
Excellent attention to detail and client focussed
Strong and effective verbal and written communication skills
Ability to work in 8-5pm
Academic Qualifications and
Certifications:
General Qualification in Technology (Technical Diploma) or equivalent
Required Experience:
A moderate number of years work experience
Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred
• Have substantial understanding of the job
• Uses skills and knowledge to complete a wide range of tasks
• Need to use judgement to solve issues or make recommendations
• Receives very little daily instruction
• Only gets general instructions on new work
• Typically requires demonstrable level of related experience.
Qualifications
Minimum of two years experience as a technical support professional with knowledge of the MS Service Desk environment and/or as an end user with basic troubleshooting skills.
Must have excellent customer service skills and be able to communicate effectively both verbally and in writing.
A minimum of 3 years experience in a customer service environment.
At least two years of experience with IT support, troubleshooting and service desk.
Requirements
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Title: MS Service Desk Agent
Company: Dimension Data
Location: Cape Town, South Africa
Category: IT/Tech (HelpDesk/Support, Technical Support), Customer Service/HelpDesk (HelpDesk/Support, Technical Support)
