Job Description

Title Service Desk Agent (SBSA)



We looking for a Service Desk Agent to provide End User Compute Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the companys computer services and equipment. Build partner relationships with client.Build partner relationships and gaining user trust as a trusted IT advisor.

Key responsibilities:

• Ensure that contracted customer Service Level Agreements are met (resolved)
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
• To ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)
• Ensure that calls are checked and updated with the latest updates until call closure
• To ensure a minimum of 98% customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
• Basic AD user and computer account Administration (Account lockouts, OU Memberships)
• To Backup Engineers for customers and support staff
• To assist with Smart Hands Onsite when required
• 3G and APN configuration
• Printer support and maintenance
• Manage requests/call logged to Vendors and 3rd Parties
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
• To ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance
• To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.

CORE RESPONSIBILITIES:

Governance and Risk Management

• To ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance
• Adhere to all Health and Safety Compliances

External Parties and Relationship Management

• Third Party Management.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Team Members
• Service Desk
• Peers within the Group
• Operations Manager

Reasons for Interaction:

• Collaboration and learning
• Allocation of Calls
• Collaboration on lessons learned
• Provide input and feedback

External:

• Clients
• Third Party Service Providers

Reasons for Interaction:

• Assist with incident, request, and Project
• Work with Service Providers to provide resolution to End User

Education National Certificate Level 4 (N4) / Grade 12 (Required)

Languages English

Altron