Ict Service Desk Agent

Ict Service Desk Agent
Company:

Rand Mutual Holding (Pty) Ltd


Ict Service Desk Agent

Details of the offer

Job Description:
Purpose
Reporting to the ICT Operations Manager, the Service Desk Agent will be responsible for providing Service Desk and Systems Administrator services and support within the ICT Department to enable the business to accomplish its business objectives.
Qualifications and Experience Required
NQF Level 6:Diploma in Information Technology
2 – 3 years relevant IT experience
ITIL Foundation
Microsoft Certification on Windows 10 and Office 2016 applications. Including A+ or N+ qualifications
Internal CompCare training
Key Areas of Responsibility
Manage IT Service requests and system incidents
End to end call management process
Log and manage service requests
Administer system and parameters
Administration of members; Password reset, c-filing, CompCare access, etc.
Monitoring and reporting of queries and escalation of all incidents
Timeous call follow-up and feedback to relevant parties
Update calls in the Service Desk prior to calls breaching
Report issues to the relevant ICT manager as required
Escalate critical and high calls
Application Systems support to business
Provide application system support for the Claims department; open and close claims, empty batches, reinstate invoices and batches
Troubleshoot MS Office and other applications
Upload batches and Nappi codes
Import bank statements
Knowledge, Skills and Competencies required
Good working knowledge of Microsoft Windows, MS Office (Excel, MS Word, Outlook) and general application administration functions
Advanced knowledge and experience with request logging and tracking applications on a Service Desk tool
End to End Management of all Service Desk Calls
Proactive tracking of all ICT calls and escalation in the service desk (internal and external)
Business Insight
Service orientation/ customer responsiveness
Persuading and influencing
Networking
Numerical Reasoning


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