Closing Date
2024/03/04
Reference Number
SHO240226-11
Job Title
Service Desk Operator (SDO)
Job Type
Permanent
Location - Country
South Africa
Location - Province
Gauteng
Location - Town or City
Edenvale
Purpose of the Job
Answering Calls
Making sure EODs are run
Running daily back ups
Shipping of Equipment
Assisting with First Line Support
Raising logs
Meticulous time keeping
Rotational weekend shifts
Escalation process
Duties may change according to business requirements
Deal effectively and timeously with customer complaints and ensure that complaints are resolved or escalated in line with agreed standards
Act in a customer-centric manner that is in line with the service code.
Meet and exceed the requirements of internal and external customers.
Job Advert Details
Job Category
IT
Job Objectives
MAIN ACTIVITIES:
Logging incidents/service requests
Follow up and update incidents
Resolving incidents
Escalating Incidents
Use remote tools effectively
Reported incidents must be resolved or a workaround found within agreed SLA (service level agreement)
Ensure all correspondence related to IT issues is updated on time on the help desk software/application
INDICATORS (KPI):
Consistently follow processes and procedures
Perform post-resolution follow ups
Ratio of calls resolved at Service desk
% of calls escalated correctly to the relevant area
Qualifications
Matric (Essential)
IT Certificate or Diploma (Essential)
A+ or N+ Certification (Desirable)
Experience
Microsoft Products e.g. Windows, Office Suite, 365 etc. (Essential)
Network Topologies, support and setup thereof (Desirable)
TCP/ IP Networking (Desirable)
Knowledge and Skills
Good listening skills
Multitask
Telephone Etiquette
Knowledge of Information Technology Service Management system
Analytical
Investigative
Empathy
Questioning
Probing
Knowing ShopRite Furniture processes, IT equipment, Retail functional requirements
Best service desk practices
All Shoprite Furniture process and procedures
Making sure EODs are run
Running daily back ups
Shipping of Equipment
Assisting with First Line Support
Raising logs
Meticulous time keeping
Rotational weekend shifts
Escalation process
Duties may change according to business requirements
Deal effectively and timeously with customer complaints and ensure that complaints are resolved or escalated in line with agreed standards
Act in a customer-centric manner that is in line with the service code.
Meet and exceed the requirements of internal and external customers.
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