Overview
Service Desk Agent Jobs in Port Elizabeth, South Africa at Dimension Data
Functieomschrijving
The Service Desk Agent is a technical role within the Service Desk which reports into the Service Desk Team Leader. Daily responsibilities include responding to in-bounds, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records.
At higher levels, may be asked to provide responses to submitted questions through out-bound calling.
Requirements
Qualification:
Relevant tertiary qualification
The latest Microsoft MCSE qualification is required. Additional certifications such as MCSA, MCDST, N+ and CCNA is preferred
ITIL v 3 certification is an advantage
Years of Experience:
At least 2- 3 years’ industry experience Service Desk / Call Centre environment and/or proven technical background in IT Operations in large scale, complex IT environment is required
A proven technical background in IT operations e.g. Desktop, Printer and/or Network equivalent support with excellent problem-solving skills, including experience and knowledge of the following technologies:
o Active Directory (including Basic User and Security Group Active Directory administration)
o Antivirus / Anti-spam Systems
o Citrix
o Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation)
o Microsoft Office products
o Networking Technologies (LAN, WAN, Security)
o O365 product suits
o SQL or Database Administration exposure
o Windows OS
Prior experience in ITSM toolsets (example BMC Remedy, Service Now) essential
Experience with Genesys Contact Centre is an advantage
Title: Service Desk Agent
Company: Dimension Data
Location: Port Elizabeth, South Africa
Category: IT/Tech (HelpDesk/Support, IT Support, Technical Support, Systems Administrator)
