AVI Careers – Service Desk Agent

Website AVI Limited

Job Description:

An exciting opportunity exists for a SERVICE DESK AGENT at AVI LIMITED in our IT Shared Services Division, in Cape Town. The Service Desk Agent is tasked with providing operational support to business users as well as the IT Infrastructure team. The support process will be underpinned by the ITIL methodology that is applied within the AVI ITSS Service Desk environment. The Service Desk Agent’s key focus is providing first line support to customers in an ITIL service model with a strong view to resolve the majority of incidents as quickly and accurately as possible. This also includes proactive system monitoring and problem resolution that lends itself to broadening both the skillset and capacity of the incumbent in the role as part of the broader service engineering team

Job Responsibilities:

  • Responds to user requests for information and assists in problem resolution outside of normal business hours
  • Ensures effective communication of the downtime schedule to key business and IT stakeholders
  • Reviews user issues logged via email and ensures that these are appropriately logged and assigned to the correct resolver group
  • Provide front-line support with a focus on incident resolution. They are to provide high quality technical and procedural assistance.
  • Provide operational support to business users including after-hours support by assisting in problem resolution
  • Monitors the Systems and Infrastructure environments through the use of monitoring tools and pre-defined monitoring processes and reacts quickly to resolve complex problems

Job Requirements:

  • ITIL Service Management Foundation advantageous
  • A keen ability to work collaboratively within a team and across multiple pillars in ITSS
  • Ability to work under pressure
  • Excellent telephonic and face to face communication skills with end-customer as well as across teams

Qualification & Experience:

  • A+/N+
  • Matric/Grade 12
  • Enterprise Server Hardware (e.g. HP, Dell)
  • Valid MCSA Certification
  • Minimum Diploma in Information Technology

Job Details:

Company: AVI Limited

Vacancy Type: Full Time

Job Location: Cape Town, Western Cape, South Africa

Application Deadline: N/A

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