Tsebo Solutions Group
Tsebo seeks an IT Service Desk Agent to oversee the daily operational stability of the IT Service Desk.
The successful candidate will be responsible for maintaining ticketing systems, managing IT supplies, handling user requests, and ensuring the overall technical support efficiency of the IT Service Desk.
Job Summary
Job Title: IT Service Desk Agent
Reference Number: TSE240606-7
Job Classification: Permanent
Job Industry: Information Technology; Facilities Management
Location: Johannesburg, Gauteng
Closing Date: 21 June 2024
About the Tsebo Group
As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk, and complexities together with increased quality, efficiency, and productivity.
Tsebo Group specialises in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more.
Developing people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs.
Duties & Responsibilities
- Incident Handling: Respond to incoming requests for assistance via all channels, diagnose and resolve issues.
- Resolve 1st Line Incidents: Address first-level incidents and escalate or assign incidents to second and third-level support, including external vendors.
- Problem Resolution: Assist in analysing recurring issues and underlying problems affecting IT systems, aiming to implement permanent fixes or workarounds to minimise disruptions.
- Request Fulfilment: Manage service requests efficiently.
- User Support and Guidance: Provide clear and effective support to users on how to use various IT systems, including creating and maintaining user documentation and FAQs.
- Monitoring and Escalation: Keep track of all incidents, escalating complex issues to higher-level technicians and specialist teams.
- Reporting: Maintain detailed logs of all incidents and resolutions, report on incident patterns and potential issues to help improve IT services.
- Maintaining Service Levels: Ensure all IT support activities are completed within the agreed service levels.
- Training: Assist in training end-users and new agents on system and software applications. Contribute to end-user training programs to enhance competence and confidence.
- Continuous Improvement: Participate in training and development to contribute to the continuous improvement of the service desk and IT services.
- Change/Release Management: Assist in the Change Management Process by logging changes and ensuring adherence to the process.
- Security Compliance: Ensure compliance with the organisation’s IT security policies and assist with managing security-related incidents.
Skills and Competencies
- Great people interaction skills
- Knowledge of office productivity tools (Microsoft O365)
- Understanding of IT systems and software, including troubleshooting, systems administration, and basic networks
- 2+ years of experience working on a service desk or in a customer interaction role
- Experience in addressing customer needs and handling complaints and queries effectively
- Experience with IT Service Desk tools (e.g., FreshService, ServiceNow, Jira).
Qualifications
- Matric Diploma
- Tertiary IT Qualification
- ITIL Foundation Certificate or similar (Advantage).
Application Process
To apply for this position, click here to access the online form and follow the instructions provided.
If the post has expired or the link no longer works, you can search for other jobs at www.jobsandmore.co.za.
Policy
Tsebo is committed to protecting your personal data and your rights relating to the information in line with applicable data protection laws.
Tsebo is committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, internal candidates will be considered first before reviewing external applicants.
Please note that Tsebo will not charge individuals seeking employment any fees, whether for registration, application, administration, or placement.
For more information on Tsebo please click here