Service Desk Operator (SDO)

2024-02-28
null
Full Time

Description

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.
", "datePosted":"2024-02-26", "validThrough":"2024-03-04", "identifier":{ "@type":"PropertyValue", "name":"Shoprite Group", "value":"SHO240226-11" }, "hiringOrganization":{ "@type":"Organization", "name":"Shoprite Group", "sameAs":"https://shoprite.erecruit.co/candidateapp/?source=GoogleJobs" }, "jobLocation":{ "@type":"Place", "address":{ "@type":"PostalAddress", "addressLocality":"Edenvale", "addressRegion":"", "addressCountry":"" } } }
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