Purpose of the Job
- Answering Calls
- Making sure EODs are run
- Running daily back ups
- Shipping of Equipment
- Assisting with First Line Support
- Raising logs
- Meticulous time keeping
- Rotational weekend shifts
- Escalation process
- Duties may change according to business requirements
- Deal effectively and timeously with customer complaints and ensure that complaints are resolved or escalated in line with agreed standards
- Act in a customer-centric manner that is in line with the service code.
- Meet and exceed the requirements of internal and external customers.
Job Objectives
MAIN ACTIVITIES:
- Logging incidents/service requests
- Follow up and update incidents
- Resolving incidents
- Escalating Incidents
- Use remote tools effectively
- Reported incidents must be resolved or a workaround found within agreed SLA (service level agreement)
- Ensure all correspondence related to IT issues is updated on time on the help desk software/application
INDICATORS (KPI):
- Consistently follow processes and procedures
- Perform post-resolution follow ups
- Ratio of calls resolved at Service desk
- % of calls escalated correctly to the relevant area
Qualifications
- Matric
- IT Certificate or Diploma
- A+ or N+ Certification
- MCSE Certification
Experience
- Microsoft Products e.g. Windows, Office Suite, 365 etc.
- Network Topologies, support and setup thereof
- TCP/ IP Networking
Knowledge and Skills
- Good listening skills
- Multitask
- Telephone Etiquette
- Knowledge of Information Technology Service Management system
- Analytical
- Investigative
- Empathy
- Questioning
- Probing
- Knowing ShopRite Furniture processes, IT equipment, Retail functional requirements
- Best service desk practices
- All Shoprite Furniture process and procedures
Closing Date: 2023/11/14