Job Description

Why choose Logicalis?Its not just IT solutions, Its IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the worlds leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNowLogicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.Join us and become a part of something epic!ROLE PURPOSEThe Junior Services Desk Agent is part of a dedicated team assisting customers with support on various technologies. The activities include phone call handling and email management,The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours-you will be required to work in shift.ROLE RESPONSIBILITIES:Respond promptly to customer contacts via telephone and e-mail.Gather customer and technical information to help describe the nature of the request or incident.Update customer databases with service requests or incident details.Assign service requests to the appropriate technical support groups.Develop and maintain relationships with customers to ensure a positive customer experience.Establish and maintain strong relationships with internal staff.Walk with onsite support engineers to learn and understand the technology and people.DevelopmentTrainingTo be considered for a promotion to a Senior Service Desk Agent role, you need to achieve the following:After 6 Months: Achieve good performance based on the following:

• Ticket quality,
• Recording Quality,
• Total handled emails/calls/tickets logged,
• Punctuality

Complete the following courses within 12 months:

• CompTIA A+
• ITIL V4 Foundation

QUALIFICATIONSMatricEXPERIENCE

• Good communication skills both written and verbal.
• Ability to work well and collaboratively in a team environment.
• Basic knowledge of Google and Windows 10.

PERSON REQUIREMENTS:

• A detailed and accurate approach to undertaking all duties

• Understand the ticket logging systems Manage Engine Service Desk Plus

• A good listener with the ability to communicate technical issues and resolutions to people of varying levels of understanding.

• A team player but able to work independently and be self-motivated. The ability to work with minimum supervision and to maintain a high level of motivation and productivity.

• The ability to prioritize while under pressure.

• Professional & diligent

• Good telephone etiquette,

• Enthusiastic, energetic, and confident,

• Basic understanding of IT infrastructure, networking or servers and peripherals

• Actively seek to improve and grow own skills and knowledge in appropriate areas

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