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Service Desk Agents x3 for ioco (EOH) | Remote SA

The Role

Elevate Your Career with iOCO Infrastructure Services: Where Innovation Meets Impact.

We are seeking X3 Service Desk Agents to join our team. As a Service Desk Agent  you’ll be responsible for resolving complex technical issues and ensuring that our customers are always satisfied.

Skills and Experience

What you’ll do:

  • Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
  • Ensure that all calls are logged within ITSM tool as per the required operational processes.
  • Assist team with work overload as and when required and ensure general administration work is up to date.
  • Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
  • Follow appropriate escalation procedures as and when required.
  • Ensure adherence to respective client-specific Operational Manuals.
  • Working well under pressure.

Your expertise:

  • 1-2 Years’ experience in an IT service desk environment
  • 1-2 Years’ Customer service experience 
  • 1-2 Years’ experience in First call resolution 

Qualifications required:

  • A+, N+ or Higher
  • ITIL v3 or ITIL 4

Other

Other information applicable to the opportunity:

  • Permanent position
  • Location: Remote
  • Work environment: Office is Open Plan
  • Physical demands: Sitting
  • Travel: To the office in the event of power outages or bad network from home
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