Job Description
We are seeking a proactive and customer-focused Service Desk Agent with experience in incident management, call centre operations, and IT support, who can effectively monitor systems, manage call logging, and meet Service Level Agreements (SLAs) while ensuring clear and timely communication with clients. The ideal candidate will demonstrate strong multitasking, excellent customer interaction, and professional communication skills, with the ability to take ownership of issues through to resolution, work collaboratively within a team, and maintain high standards of service delivery
What you’ll do:
- 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
Your Expertise:
- 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
- Incident Management Experience
- Multi-tasking skills
- 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
- Requires performing daily application availability checks and event monitoring tasks
- Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
- Excellent customer satisfaction, interaction and engagement
- Go-getter
Qualifications:
- Qualification Essential Competency
- National Senior Certificate/ Matric/ N3/ Grade 12
- A+
- N+
- Qualifications preferred
- ITIL v3 certification
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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