Description:
A leading Managed IT Services Provider is looking for a ‘’IT Service Agent’’ to join their team on a full-time permanent basis in Bellville, Cape Town.
About the role:
The primary role of the IT Service Agent (T1) is responsible for providing technical support and assistance to all clients. The IT Service Agents may interact with customers by phone or in-person to identify and diagnose issues, categorize and record reported queries and provide solutions. The IT Service Agents will advise users on appropriate course of action, monitor issues from start to resolution and deal with escalations when required.
Requirements:
• Matric or NQF equivalent
• A+ and N+ or equivalent
• Microsoft MCSA or MCSE
• Experience in Microsoft 365 and Azure environments
• Certification or Degree in IT advantageous
• Experience working with ITIL and COBIT5 frameworks (certification will be advantageous)
• Practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician
• Experience with: general IT equipment Desktops, hardware/software, Applications Switches, routers, Microsoft Servers, server literacy
Responsibilities:
• Compliance with the Ticket Lifecycle Management:
• Respond to logged tickets, and log ticket if no ticket exists
• Ensure tickets are classified & prioritized accurately
• Ensure time entries are captured accurately, consistently, and timeously
• Provides regular and timely updates to all parties (internal and external) on incident statuses
• Ensure quality communication and that updates and resolutions meet stakeholder requirements
• Field Support:
• Compliance with customer rules, processes and procedures while attending to work at customer offices
• Compliance with Onsite Statement of Work (SoW)
• Escalations:
• Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response
• Notify relevant stakeholders
• Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly)
• Provide root cause analysis for major incident in the form of a Major Incident Report
• IT Information Library (ITIL) and IT Service Management (ITSM):
• Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies
• Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date
Applying for this position:
Only open to South African citizens.
If you are interested in this great career opportunity, please send your CV with position title as reference to: careers@hrtalentpartner.co.za