Service Desk Agent - Senwes Limited

PURPOSE OF THE JOB:

Assist with the management of technology customer expectations and the fulfilment and/or remediation of service support requests according to defined service levels.

DUTIES AND RESPONSIBILITIES OF THE JOB:

• Support technology service support peers to drive the fulfilment of committed technology customer service request outcomes within defined service levels.
• The Contribution to the Definition and Execution of Standards and Procedures aligned to Management and Enterprise Operating Standards.
• The Ongoing and Sustainable Management of Technology Customer Expectations through Relationship Building and Maintaining the said Customer Informed on Progress with regards to the fulfilment of their Service Request and thereby, providing assurance of Commitment to delivery of outcomes.
• The Elaboration and Documentation of the Service Request in Business Terms, in Consultation with the Technology Customer at an appropriate level of Detail to enable Fulfilment and/or Remediation.
• Assess the Business Impact and Risk based on the Definition of the Service Request elicited from the engaging Customer
• Assess, Identify, Confirm and Record
• Service Request Prioritisation Management Standard and Procedure
• Customer Operations Service Request Prioritisation Management Standard and Procedure
• Determine the applicable Priority Level for the Service Request given the agreed Impact and Risk applicable to the Service Request and the Defined Service Level for the Operation represented.
• The Follow-up and Coordination of Internal and External Service Delivery Partner Service Outcomes and Collaboration to ensure the successful Fulfilment of Service Request Outcomes according to agreed Service Levels.

• IT Related Qualification and ITIL Certification.
• At least 1-year relevant experience.