Junior Service Desk Agent
Junior Service Desk Agent
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Respond promptly to user inquiries via phone email and ticketing system.
- Diagnose and resolve technical hardware and software issues.
- Provide stepbystep guidance to users in troubleshooting problems.
- Escalate unresolved issues to senior support staff as needed.
- Document all interactions and resolutions in the ticketing system.
- Maintain a high level of customer satisfaction through effective communication.
- Assist in the development and maintenance of knowledge base articles.
- Participate in team meetings and contribute to process improvement initiatives.
- Stay current with technology trends and updates relevant to the support environment.
Requirements
- Shift Work: Willingness to work in shifts including evenings weekends and holidays.
- Experience: Minimum of 2 years of experience in an IT Call Centre environment.
- Education: Relevant National Certificate in IT or related field.
- Certifications:
- ITIL Foundation Certification.
- CompTIA A Certification.
- CompTIA Network Certification.
- Relevant ITIL certifications are a plus.
- Skills
- Strong problemsolving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work effectively in a team and independently.
- Proficiency in common IT tools and technologies (e.g. Microsoft Office remote desktop tools).
- Familiarity with ticketing systems and IT service management processes.
Respond promptly to user inquiries via phone, email, and ticketing system. Diagnose and resolve technical hardware and software issues. Provide step-by-step guidance to users in troubleshooting problems. Escalate unresolved issues to senior support staff as needed. Document all interactions and resolutions in the ticketing system.
Education
Experience: Minimum of 2 years of experience in an IT Call Centre environment. Education: Relevant National Certificate in IT or related field. Certifications: ITIL Foundation Certification. CompTIA A+ Certification. CompTIA Network+ Certification. Relevant ITIL certifications are a plus.
Employment Type
Full Time
