Service Desk: Agent

Description

• The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting end-user issues on various software applications, hardware, network and telecommunications systems and provide desktop support

Duties

System/Application/Network Support

• Support and troubleshoot Enterprise Applications hosted on Windows Server platforms
• Support and troubleshoot Enterprise Applications running on Microsoft Terminal Services
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
• Requesting and coordinating vendor support
• When the restoration is beyond the scope of the Service Desk Agent the Service Desk Agent will escalate the issue/problem to proper tier 2 and 3 support team member
• Develop trends by monitoring and analyzing incoming calls, problems and support requests

Desktop Support

• Support for Windows O/S and Microsoft Office
• Support for printers, computer hardware and any authorized desktop software
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
• When the restoration is beyond the scope of the Service Desk Agent the Service Desk Agent will escalate the issue/problem to proper tier 2 and 3 support team member
• Develop trends by monitoring and analyzing incoming calls, problems and support requests

Monitoring and Reporting

• Monitor network systems
• Monitor server systems
• Monitor system connectivity
• Monitor enterprise applications
• Monitor database systems

Operational

• Serve as the single point of contact for Capricorn Group companies and subsidiaries for ICT related issues in Namibia
• Dealing with hardware and application support queries and issues reported to the support desk
• Take ownership and responsibility of an issues from start through to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Dealing with queries by following departmental procedures for fault resolution
• The duties require that the Service Desk Agent receives and logs call using the ServiceDesk Ticketing system
• Ensures that supported customer accurately completes the approved work request with the date and time of submission
• The Service Desk Agent must ensure the support team members close out their work orders properly
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Customer Focus

• Ensure that there is sufficient support to clients and provide friendly customer service to Capricorn Group companies and subsidiaries in Namibia
• General: The person should be prepared/willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time and correct

Core Competencies:

• Establishing Focus: The ability to develop and communicate goals in support of the business' mission
• Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others in the team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn and work together
• Managing Change: The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change
• Attention to Communication: The ability to ensure that information is passed on to others who should be kept informed
• Oral Communication: The ability to express oneself clearly in conversations and interactions with others
• Written Communication: The ability to express oneself clearly in business writing
• Customer Orientation: The ability to demonstrate concern for satisfying one's external and/or internal customers
• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it
• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach
• Conceptual Thinking: The ability to find effective solutions by taking a holistic, abstract, or theoretical perspective

Requisites

• Experience/Knowledge & Skills:
• MCTS or Microsoft Desktop Support Technician an advantage
• A and N experience
• Software and Hardware Trouble shooting
• Windows Desktop and Server O/S
• Routers, switches and firewall experience
• Microsoft Office product support
• Self-confidence and interpersonal skills
• Analytical and problem solving skills
• Good communication (both verbal and written) skills
• Planning and organizing skills
• Good administration management skills
• Qualification:
• Matric (Grade 12)
• 4 years working experience in Information Technology

Notes

• Only shortlisted applicants will be contacted