ICT Service Desk Agents

Description

The successful candidates will be expected to perform the following

Service Desk

• Act as the single point of contact for end-users seeking technical assistance.
• Log, classify and categorize IT incidents and requests for IT clients, respond to and resolve IT-related incidents and service requests via phone, email, or ticketing system.
• Troubleshoot hardware, software, and network issues using remote tools.
• Manage call assigning and escalations.
• Resolve technical queries such as password resets, installations and configurations on first contact.
• Route complex issues to appropriate second or third level IT Support as and when required.
• Provider user feedback to users on the status of their support tickets.
• Creating and updating the knowledge base and troubleshooting procedures.
• Follow up and update all users and engineer activity on the logged calls where applicable.

Stakeholder Management Support

• Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing.
• Represent and participate in the organisation's committees and tasks teams when required.
• Convene and attend meetings and present findings and business cases to relevant stakeholders when required.
• Implement timeous communication on progress and challenges in achieving the tactical work plans to impact stakeholders.
• Attend industry related forums, conferences, and workshops to gain industry insight for the purpose of business improvement.

Risk and Compliance

• Maintain and enforce all related Service Level Agreements to minimise business risk and ensure business continuity.
• Review related Standard Operating Procedures in consultation with the Manager: IT Service Management to ensure business optimisation.
• Adhere to all relevant laws, policies, and Standard Operating Procedures throughout the organisation.
• Report any breaches of SLAs to management and work to prevent future occurrences.

Requirements

Minimum Qualifications

• Grade 12 Matric
• Undergraduate qualification at NQF 6 as recognised by SAQA in Information Technology/Information Systems, System Support or related.
• ITIL Foundation or IT Service Management Foundation certificate compulsory.

Minimum Experience

• 3 Years' Experience in an IT Service Desk or IT environment

Knowledge

• ITIL Processes
• Border Management Authority Act,2020
• Basic Support Troubleshooting

Other requirements

• Flexibility in working hours will be required to meet demands of the role.
• May be required to work overtime.
• Valid driver's License