Job Spec : Our Client in Cape Town requires a Service Desk Operator I (Portuguese speaking) for a contract role. The successful candidate will need timeously and effectively respond to electronic IT user queries through the receipt and logging of incidents reported by users and the co-
ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.
Responsibilities KPA 1 - Provide 1st Line Support : To accurately log all ticket information ensure full understanding and interpretation of details provided by the end user To timeously respond to logged incidents To provide first-
line support with a focus on incident resolution To ensure that first level problem resolution is in line with Service Level Agreement To handle a high volume of customer calls / incidents To provide a high level of quality service at all times To update the reference library for future reference KPA 2 Incident Escalations : Update the logging system with required and appropriate information whilst adhering to organisational standards and procedures To accurately diagnose the problem or request before escalating to the relevant specialist Escalate any unresolved problem / request to the relevant specialist KPA 3 -
Communication : To gather an understanding of the technical problem / request Ensure full understanding and interpretation of details provided by end user To continuously communicate to end user about steps being taken / progress To ensure inquiries are handled in a professional and expeditious manner Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts Mon Fri 07 : 00 16 : 00 (Early Shift) Mon Fri 08 : 00 17 : 00 (Normal Shift) Mon Fri 09 : 00 18 : 00 (Late Shift) Knowledge and Skills Must be able to speak, read in write in Portuguese fluently Strong verbal and written communications skills Attention to Detail Interpersonal skills Able to operate as a good team player Analytical and logical mindset when dealing with issues Excellent Telephone skills If you have not heard from us after 2 weeks, please consider your application unsuccessful.
Qualifications Matric A, N, MCSE Experience 1 - 2 years Service Desk Operator or IT environment Experience Internet, Email and Google Suite Working with Remedy, Dameware and Monitoring tools Compensation Based on Experience Qualifications Matric A, N, MCSE Experience 1 -
2 years Service Desk Operator or IT environment Experience Internet, Email and Google Suite Working with Remedy, Dameware and Monitoring tools