Pretoria University Vacancies – Helpdesk Agent

Website University of Pretoria

Job Description:

To be the first point of contact for staff and students who contact the IT Help Desk. While providing the highest level of customer service, the IT Help Desk Agent responds to incoming interactions on all communication channels used by the IT Help Desk, registers and tracks all information on the IT Service Management Automation system, and uses a knowledge base tool along with their expertise to resolve first level requests in a timely fashion. The IT Help Desk Agent escalates unresolved problem/issues/requests to the correct second and third level support team.

Job Responsibilities:

  • Provide quantified feedback and updates on incidents and service requests on the ITSM platform;
  • Record incidents and service requests on the IT Service Management (ITSM) platform, and serve all channels used by the users, such as telephone, mail, chat, portal, etc.;
  • Analyse, diagnose and resolve technical problems or escalate to the relevant support group or vendor;
  • Provide first contact support to users with all IT related problems, including a first contact resolution, telephonically or remotely, where possible;
  • Manage user expectations with regards to expected Service Letter Agreement (SLA), and escalate compliments and complaints relating to ITS service delivery;
  • Attend to problem solving efforts transparently by providing regular stakeholder feedback to enhance participation and trust between ITS and stakeholders;

Job Requirements:

  • Ability to be empathic;
  • Ability to work with people;
  • Ability to learn and conduct research;
  • Cyber and information security best practices and standards;

Qualification & Experience:

  • A relevant three years National Diploma (NQF 6); with
  • Basic troubleshoot or support of end user devices, applications, and network infrastructure;
  • Matric (NQF 4); with

Job Details:

Company: University of Pretoria

Vacancy Type: Full Time

Job Location: Pretoria, Gauteng, South Africa

Application Deadline: N/A

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