IT Service Specialist

at Rescume Recruitment
Location Cape Town, Cape Town, South Africa
Date Posted
Category Computer & IT
Job Type FULL_TIME
Work Hours Day
Salary 8500
Salary Units MONTH
Currency ZAR

Description

Description

 

Minimum Requirements:

 

Must have matric

 

Must be credit and criminal clear

 

Must have a minimum of 6 months retail or call centre experience

 

Must be willing to work shifts

 

Must be computer literate

 

Experience and knowledge in IT is advantageous

 

 

 

Working hours:

 

Monday - Sunday inc. public holidays

 

07:00 - 23:00 (Rotational shifts)

 

Transport provided

 

 

 

Salary: R8500.00

 

 

 

Duties:

 

Deliver high quality, 24/7 1st line IT service and user support

 

  • All incidents to be managed promptly by answering of inbound telephone calls – as well as Web recorded incidents - within target

time and within SLA

 

  • Recording of Incidents and Queries / Complaints using the

Service Desk toolset

 

  • Classification of Incidents and Request / Complaints.

 

o   Ensure that customer incidents are assigned the correct category, priority / impact classification

 

o   Ensure that the classification and categorisation of incidents and problems is done with a high

degree of accuracy

 

o   Ensure that service requests are routed/assigned to the correct target groups for resolution

 

  • Tracking and Keeping Customers informed on status and

progress of the incident and or request

 

  • Monitoring and escalating incidents to relevant 2nd

line support groups

 

  • Follow up with 2nd line support and user to ensure that

incidents are resolved within agreed SLAs

 

  • Identify duplicate / similar / matching incidents and identifying

potential problems

 

  • Act as liaison between IT department and users

 

  • Escalate incidents where necessary to ensure that

appropriate action is taken

 

Interested candidates can send their CV

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