Job Description

The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and co-ordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies knowledge of company IT systems and products to conduct troubleshooting, analysis and resolution or escalation of the user incidents within established company standards and timelines.Job Advert Details
Job Category IT
Job ObjectivesProvide 1st Line Support:
Perform 1st line technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
Provide high quality service during customer interactions, and ensuring the customer is well informed about the problem, resolution timelines and timeous feedback on all stages.
Liaise with service desk and application support teams to facilitate incident resolution.Incident Escalation:
Update the logging system with required and appropriate information, ensuring an accurate understanding and interpretation of details provided by the end user.
Adhere to the established organisational standards, procedures, and timelines.
Efficiently escalate any unresolved problems or requests to the relevant application support (2nd line support) team with accurate information and problem diagnosis prior to the escalation.Communication:
Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy-to-understand and detailed for the end user.
Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats etc).
Continuously communicate incident progress or resolution steps to clients.
Must be able to speak English and Portuguese.
QualificationsMatric / Grade 12 certification.
A+ or N+ Certification.
National Certificate in IT (Customer Support: Level 5).
Experience+1 Years' experience in general IT operations/support services or similar role with knowledge of 1st line support service and experience resolving and escalating IT related queries within a service desk support environment in a retail context.
Experience in a Retail / Wholesale / Financial Services industry.
Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and Microsoft applications.
Knowledge and SkillsWorking knowledge of MS Office Suite
Technical Proficiency and understanding of services - Understands technical information and a good range of IT support services to adequately perform on the job and guide customers towards a solution.
Service Support and Customer orientated - Committed to providing high-quality customer service.
Empathizes with customers and ensures their customer needs are understood, problems timeously resolved, and expectations met and resolving queries as well as leaving a good impression. Always thinking of the customer first attitude.
Excellent written and verbal communication skills ability to convey information and data clearly, accurately, and succinctly with the ability to simplify technical concepts and convey messages and ideas to users across organisational levels.
Analytical and good problem-solving skills - Comprehends new information to generate insights while proactively investigating courses of action to identify feasible solutions.
Well-developed interpersonal skills - able to interact, engage and maintain professional relationships with people at all levels of the corporate structure, and enjoys. Authentic and builds positive rapport with customers.
Able to work under pressure, prioritize and balance numerous competing demands in a high-volume, high pressurized, fast-paced working environment.
Energetic and vibrant, and enjoys working in a dynamic, fast paced environment.
Comfortable with change and adapting to different requests.

Shoprite Holdings