Job Title
Market Related
Area: South Africa, Western Cape
Sector: IT / Computers / Software
Posted: 15 September 2024
Job Details
The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries
through the receipt of incidents reported by users, and co–ordinate rapid and appropriate responses to restore
the IT services as quickly as possible, ensuring the least impact on business operations. This role applies
knowledge of company IT systems and products to conduct troubleshooting, analysis and resolution or
escalation of the user incidents within established company standards and timelines.
through the receipt of incidents reported by users, and co–ordinate rapid and appropriate responses to restore
the IT services as quickly as possible, ensuring the least impact on business operations. This role applies
knowledge of company IT systems and products to conduct troubleshooting, analysis and resolution or
escalation of the user incidents within established company standards and timelines.
Role Description
Provide 1st Line Support:
• Perform 1st line technical analysis of end–user problems to troubleshoot and resolve incidents in line with
standards and timelines for ITIL frameworks and Service Level Agreements.
• Provide high quality service during customer interactions, and ensuring the customer is well informed
about the problem, resolution timelines and timeous feedback on all stages.
• Liaise with service desk and application support teams to facilitate incident resolution.
Provide 1st Line Support:
• Perform 1st line technical analysis of end–user problems to troubleshoot and resolve incidents in line with
standards and timelines for ITIL frameworks and Service Level Agreements.
• Provide high quality service during customer interactions, and ensuring the customer is well informed
about the problem, resolution timelines and timeous feedback on all stages.
• Liaise with service desk and application support teams to facilitate incident resolution.
Incident Escalation:
• Update the logging system with required and appropriate information, ensuring an accurate
understanding and interpretation of details provided by the end user.
• Adhere to the established organisational standards, procedures, and timelines.
• Efficiently escalate any unresolved problems or requests to the relevant application support (2nd line
support) team with accurate information and problem diagnosis prior to the escalation.
• Update the logging system with required and appropriate information, ensuring an accurate
understanding and interpretation of details provided by the end user.
• Adhere to the established organisational standards, procedures, and timelines.
• Efficiently escalate any unresolved problems or requests to the relevant application support (2nd line
support) team with accurate information and problem diagnosis prior to the escalation.
Communication:
• Manage all client communications in an efficient and professional manner and ensure that technical
information conveyed is accurate, easy–to–understand and detailed for the end–user.
• Execute all client interactions or communication within established business communications channels
and systems (ITSM, emails, chats etc).
• Continuously communicate incident progress or resolution steps to clients.
Qualifications and Experience
• Matric / Grade 12 certification – (essential).
• A+ or N+ Certification – (essential).
• Matric / Grade 12 certification – (essential).
• A+ or N+ Certification – (essential).
• National Certificate in IT (Customer Support: Level 5) – (essential).
• +1 Years’ experience in general IT operations/support services or similar role with knowledge of 1st
line support service and experience resolving and escalating IT related queries within a service desk
support environment in a retail context – (essential).
• Working knowledge of MS Office Suite – (essential).
• Experience in a Retail / Wholesale / Financial Services industry – (preferred).
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and
Microsoft applications – (desired).
• Good understanding of Incident, Knowledge, and Problem Management – (desired).
• +1 Years’ experience in general IT operations/support services or similar role with knowledge of 1st
line support service and experience resolving and escalating IT related queries within a service desk
support environment in a retail context – (essential).
• Working knowledge of MS Office Suite – (essential).
• Experience in a Retail / Wholesale / Financial Services industry – (preferred).
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and
Microsoft applications – (desired).
• Good understanding of Incident, Knowledge, and Problem Management – (desired).
