Job Description

General Information

Job title:

Service Desk (06 month contract)

Purpose:

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users, IT related.

Primary duties and responsibilities (KRAs)

The focus is to answer the calls within 3 rings and to resolve queries in a timely manner. 
It is to resolve first time fix queries and if I cannot resolve the call to escalate it to the Request Fulfilment/Service Operations Specialist on Zendesk.
All calls must be logged on a daily basis. 
Regular feedback must be given on outstanding calls on a regular basis and keep the client informed on the progress. 
The role is also to assist with staff movements (logons), and installing hardware.
On a rotational basis, they will be scheduled to work standby 24/7. 
This means being available to assist with queries and if they cannot assist, escalating it to second person on standby.
They are all responsible for assisting each other when it comes to supporting any of Flight Centre’s systems.
Be the first point of contact for any technical problem within Flight Centre.
Have a good knowledge on Flight Centre Systems and be able to identify and implement quick fixes.
Resolving and escalating high priority calls within the required SLA.
Making sure that the store has the least amount of downtime.
Noticing common problems, logging it to RF or SOS and finding a solution.
Be responsible for our systems related queries and if we cannot resolve it, escalate it to either RF or SOS

Hierarchy:

Musa Ngwenya (Service Delivery Manager)

Key communication and relationships:

Internal: There must clear, effective and open channels of communications within the area. 
Making sure that calls are updated the call on a daily basis with comments and keeping the customer informed.  Making sure that the customer is satisfied with your results.
External: Logging calls to 3rd party vendors and additional installs
 

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric

CompTIA Application plus is an international IT certification that focuses on the computers and all its functions
CompTIA Network Plus is an international certification that focuses on the network infrastructure from a small home to a worldwide company upskilling a person with basic knowledge thereof. (Optional)

Experience:

Minimum 1 year in the Customer Service / IT service desk role
Trouble shooting – service desk

Other:

Location:

Pendoring Office Park

Travelling:

Yes, as per business needs

Office hours:

Monday to Friday 08:30 – 17:30
Monday to Friday 07:00 – 16:00 (Standby Hours Only)

Additional:

Functional / job-related

Competency

Proficiency required

Basic

Intermediate

Advanced

Computer Literacy

1

2

3

Network Understanding

1

2

3

Zendesk or call logging system

1

2

3

Cisco Administration

1

2

3

Microsoft Administration

1

2

3