You Have Not Agreed to Marketing

Your application will not be visible to recruiters until you agree to marketing.

Agree and Apply for Post

Find Jobs on MyCalling

Service Desk Agent

Merchants Recruitment

Salt River, Western Cape

on 2022/04/15

Market Related

Role Requirement Contract

SalaryMarket Related

Work TypeContract

Service Desk Agent

Service Desk Agent

Our company is looking for Service Desk Agent to join the team.

The purpose of the position is to provide a customer-dedicated Service Desk team to register

tickets within the prescribed IT Service Management (ITSM) tool and to classify reported

incidents, requests and queries with the client’s products and undertake immediate efforts to

restore service for the client.

Main Duties and Responsibilities:

  • Resolving tickets, where possible, or allocating to the relevant 2nd line expert resolver
  • team for resolution
  • Providing positive confirmation that queries and/or incidents have been resolved
  • Liaising with the company’s incident management team in respect of major incidents and
  • owning the subsequent follow-ups with affected clients
  • Completing usage reports
  • Conduct data loading processes
  • Ensure client satisfaction feedback and remedial actions
  • Continuously improve service offering
  • Participate in Service Acceptance activities that require Service Desk Services to ensure Service Desk is capable of on-boarding
  • Deliver a professional and efficient (first) interface between the company and clients/customers
  • Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct
  • Ensure that all user details are correct and that discrepancies are to be rectified
  • Ensures all oral and written communication 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 Standard Operating Procedures
  • Takes accountability and responsibility for incident management as per ITIL standards and best practices

Operational Efficiencies

  • Managing the client interactions with the company’s systems and products, prioritising based on business impact including client queries and/or incidents relating to the following:
  • Access to Customer systems and products
  • Product “How do I?”
  • Product data including Business Information and Consumer Information products
  • Software errors and codes
  • Software issues
  • Connectivity
  • Certificate Renewals
  • Adheres to scheduled shifts, rostered start/end/break times and any scheduled activities
  • Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks
  • Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work
  • Brings any out-of-line situations to the attention of management, including equipment failure
  • Adheres to all Service Desk Policies, Procedures, Codes of Conduct and legislative requirements
  • Resolves all client/customer queries within acceptable time frames
  • Meet and exceed productivity and client/customer satisfaction targets, as well as any other performance tarte
  • When any issue is required to be escalated, it will be escalated to the Team Leader as a 1st point of escalation

How to apply

Sign up and complete a profile on

Minimum experience required:

NQF Level 4 qualification

0-6 months experience in Customer Service / Call Centre / Service Desk

Knowledge / Awareness of ITIL highly advantageous

Desired Skills

Customer service orientation (L2)

Planning and Organising (L2)

Adaptability (L2)


Problem Solving (L2)

Oral and Written Communication (L2)

Technical Expertise (L2)

Attention to detail

Questioning and Probing

Knowledge sharing

Teamwork (L2)

Sign up as a Job Seeker

Sign up with Facebook Sign up with LinkedIn
Terms & Conditions

Already have a MyCalling account?

Sign up as a Job Seeker

Sign up with Facebook or LinkedIn

+ Add a second

Already have a MyCalling account?

Create a Recruiter account

Already have a MyCalling account?

Reset your password

We'll send a password reset link to your email