Cape Town City Centre: Service Desk Agent I

We are seeking a dedicated Service Desk Agent who excels in proactive system monitoring, daily application checks, and effective event management. This role requires strong multitasking abilities, adherence to instructions and working procedures, and a commitment to accurate correspondence and documentation. . What you’ll do: Requires performing daily application availability checks and event monitoring tasks Provide proactive system monitoring To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk Ensure that calls are assigned to the next resolver groups within the specified timeframes Working well with another colleague/team player/ willing to assist Ensure that all correspondence is adhered to, executed, or noted in the correct manner Following instructions including customer Working Instructions (WI) or management instructions Go-getter Your Expertise: Service Desk Experience Call Centre Experience Telecommunication experience Excellent customer interaction. Positive attitude required with excellent telephone etiquette Team player with good work ethic and attendance record Self-driven – Get the job done Strong event management abilities with customer focussed Strong sense of responsibility in taking ownership of problems and seeing them through till completion. Excellent customer satisfaction, interaction and engagement Telephony soft skills qualifications and/or Call center/Service Desk experience English – Can converse and has the necessary email skills to be able to deal with relevant stakeholders Excellent Customer Interaction and communication Service Desk Experience Call Centre Experience Event Management Experience Incident Management Experience Multi-tasking skills Qualifications: Essential National Senior Certificate/ Matric/ N3/ Grade 12 A N Preferred ITIL v3 certification Linux\Unix qualifications and/or experience Service Desk Experience