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Merchants Recruitment Listings

  • SD Senior Service Desk Analyst

    Merchants Recruitment

    on 2021/10/18

    Randburg, Gauteng

    The Senior Service Desk Analyst provides first and second line technical support for all calls received at and assigned to the Service Desk.

    Perform technical and troubleshooting for computer hardware and software, mobile devices and other technology tools and products. Responsible for the pro-active continuous improvement of operational processes and practices, as well as providing operational support to Service Desk agents and analysts working at the Service Desk.

    Responsibilities include assessment, classification, investigation and resolution of calls


    Knowledge

    Skills

    Attributes

    • Matric/NQF equivalent
    • ITIL Foundation

    · Knowledge in end user computing support

    · 2+ years’ Service Desk Analyst experience

    · A+ Certification

    · N+ Certification

    • Technical Expertise (L3)
    • Oral and Written Communication (L2)
    • Client Service Orientation (L3)
    • Problem Solving (L3)
    • Analysis
    • Coaching
    • Attention to Detail
    See more

    SalaryMarket Related

    Work TypeShift Work

  • SD Service Desk Agent

    Merchants Recruitment

    on 2021/10/15

    Randburg, Gauteng

    Client/Customer Experience – Catch and Dispatch

    • Responds to all incoming calls within the agreed service level
    • Receives, validates and logs client requests and capture the detail of the request
    • Responds to e-mail, web, fax and monitoring service requests / incident that are logged onto the system
    • Delivers a professional and efficient (first) interface between Merchants / Dimension Data and clients
    • Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
    • Updates calls / incidents according to the standard defined process
    • Allocates and routes all calls to the correct internal / external support group or person
    • Validates that all user details are correct and ensures that discrepancies are to be rectified through the correct channels
    • Accurately log and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients
    • Captures details with regard to activities in the life cycle of every task of every call
    • Escalates internally when support groups / people are not available to be allocated calls / incidents
    • Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
    • Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
    • Responds to all customers with willingness and appropriate tone and language
    • Ensures own product, system, process and policy knowledge is current
    • Identifies and documents gaps and/or inaccuracies and/or better ways of working with respect to SOPs.
    • Takes accountability and responsibility for incident management as per ITIL standards and best practices.
    • Responsible for managing calls through to resolution within the SLA
    See more

    SalaryR6 000 p/m

    Work TypeShift Work

  • Technical Support Agents (SaltRiver, WC)

    Merchants Recruitment

    on 2020/09/17

    Saltriver, Western Cape

    Our International Call Centre has an awesome opportunity. We are seeking Technical Agents to join our Inbound Team. 

    Please apply if you have:

    • Matric or NQF Level 4 equivalent
    • Excellent Communication Skills
    • A Minimum of 6 months Customer Service Experience
    • Availability to work shifts (particularly night shift/weekends). Transport provided for night shift.
    • Credit and Criminal Clear

    Advantageous:

    • Matric or Tertiary studies which include computer subjects (CAT, IT etc)
    • Previous Technical Support Experience
    • Previous BPO Experience

    See more

    SalaryMarket Related

    Work TypeShift Work

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