Service Desk Agent (SP3) - IT Service Delivery

Listing reference: capgh_000253
Listing status: Closed
Apply by: 7 August 2024
Position summary
Industry: Financial Services
Job category: Helpdesk and Technical Support
Location: Windhoek
Contract: Permanent
EE position: No
Introduction
The Service Desk Agent is the first point of contact for users who call the IT Service Desk. The Service Desk Agent resolves tier 1 requests while ensuring that unresolved service requests are escalated to the appropriate tier 2 and 3 support team. The Service Desk Agent troubleshoots end-user issues on software, hardware, and telecommunications.
Job description

KEY PERFORMANCE AREAS (KPAS)
1.   System/Application/Network Support  
2.   Desktop Support
3.   Monitoring and Reporting
4.   Operational
5.   Customer Focus
 
CORE COMPETENCIES
Team Player
Change Resilient
Written and Oral Communication
Customer Orientation
Analytical
Problem-solving

Minimum requirements

Minimum requirements
 Experience/Knowledge & Skills
  • MCTS or Microsoft Desktop Support Technician an advantage
  • A and N experience
  • Software and Hardware Trouble shooting
  • Windows Desktop and Server O/S
  • Routers, switches and firewall experience
  • Microsoft Office product support
  • Self-confidence and interpersonal skills
  • Analytical and problem solving skills
  • Good communication (both verbal and written) skills
  • Planning and organising skills
  • Good administration management skills
QUALIFICATION
  • Matric (Grade 12) 
  • 4 years working experience in Information Technology
  • An IT degree will be an advantage

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