Service Desk Operator I (Portuguese speaking) needed: APPLY NOW
Western Cape
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.
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
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 the 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 organizational 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 the 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. Apply Now
Source: jobs365
