Service Desk Operator - Shoprite Group

The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and coordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations.

This role applies knowledge of company IT systems and products to conduct troubleshooting, analysis, and resolution or escalation of user incidents within established company standards and timelines.

Job Objectives

Provide 1st Line Support

• Perform 1st line technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
• Provide high-quality service during customer interactions, and ensure the customer is well informed about the problem, resolution timelines, and timeous feedback on all stages.
• Liaise with service desk and application support teams to facilitate incident resolution.

Incident Escalation

• Update the logging system with the required and appropriate information, ensuring an accurate understanding and interpretation of details provided by the end user.
• Adhere to the established organizational standards, procedures, and timelines.
• Efficiently escalate any unresolved problems or requests to the relevant application support (2nd line support) team with accurate information and problem diagnosis prior to the escalation.

Communication

• Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy to understand, and detailed for the end-user.
• Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats etc).
• Continuously communicate incident progress or resolution steps to clients.

Qualifications

• Matric / Grade 12 certification – (essential).
• A+ or N+ Certification - (essential).
• National Certificate in IT (Customer Support: Level 5) – (essential).

Experience

• +1 Years' experience in general IT operations/support services or similar role with knowledge of 1st line support service and experience resolving and escalating IT-related queries within a service desk support environment in a retail context – (essential).
• Experience in a Retail / Wholesale / Financial Services industry – (preferred).
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and Microsoft applications - (desired).

Knowledge and Skills

• Working knowledge of MS Office Suite - (essential).
• Good understanding of Incident, Knowledge, and Problem Management - (desired)