First Line Service Desk Agent

We are looking for a professional First Line Service Desk Agent with good communication skills to join our team in the Western Cape. As a member of our service desk team, you will be responsible for providing first-line support to users, troubleshooting technical issues, and delivering excellent customer service.

• Logging all relevant incident/service request details, allocating categorization and prioritization levels.
• Providing first-line investigation and diagnosis.
• Resolving incidents/service requests when first contacted whenever possible.
• Escalating incidents/service requests that they cannot resolve within agreed timescales.
• Keeping users informed of progress.
• Closing all resolved incidents, requests, and other calls.
• Conducting customer/user satisfaction call-backs/surveys as agreed.
• Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Management and client reporting.
• Review automated reports and log service requests for remedial work.