Service Desk Agent - SP3
Listing reference: capgh_000282
Listing status: Under Review
Apply by: 2 January 2025
Position summary
Industry: Banking
Job category: Others: IT and Telecommunication
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 first-line requests while ensuring that unresolved service requests are escalated to the appropriate second- and third-line 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
Experience/Knowledge
- MCTS or Microsoft Desktop Support Technician an advantage
- A and N experience
- Software and Hardware Troubleshooting
- Windows Desktop and Server O/S
- Routers, switches, and firewall experience
- Microsoft Office product support
Qualifications
- Matric (Grade 12)
- 4 years of working experience in Information Technology
- An Information Technology degree will be an advantage
- Banking experience is considered an advantage