Job Description:
The Service Desk Operator (SDO) at Ok Furniture is responsible for answering calls, running end-of-day processes, performing daily backups, shipping equipment, providing first-line support, raising logs, and maintaining meticulous timekeeping. They will also be required to work rotational weekend shifts and follow the escalation process. The SDO must have excellent customer service skills and be able to effectively handle and resolve customer complaints.
Requirements:
– Matric qualification
– IT Certificate or Diploma
– A+ or N+ Certification
– MCSE Certification
– Experience with Microsoft Products (Windows, Office Suite, 365, etc.)
– Knowledge of network topologies and TCP/IP networking
– Good listening skills
– Ability to multitask
– Telephone etiquette
– Knowledge of Information Technology Service Management system
– Analytical and investigative skills
– Empathy and questioning skills
– Familiarity with ShopRite Furniture processes, IT equipment, and retail functional requirements
– Knowledge of best service desk practices and Shoprite Furniture processes and procedures
Skills:
– Good listening skills
– Multitasking
– Telephone etiquette
– Analytical skills
– Investigative skills
– Empathy
– Questioning skills
– Probing skills
Duties and Responsibilities:
– Answering calls and logging incidents/service requests
– Following up and updating incidents
– Resolving incidents or escalating them as necessary
– Using remote tools effectively
– Ensuring that reported incidents are resolved or a workaround is found within agreed SLA (service level agreement)
– Updating all correspondence related to IT issues on time on the help desk software/application
– Consistently following processes and procedures
– Performing post-resolution follow-ups
– Resolving calls at the service desk and escalating them correctly to the relevant area
Please note that duties may change according to business requirements.
Closing Date: 2023/11/14