Salary
Negotiable
Field Service Agents (CPT and JHB)
Reporting Line
Operations Manager
Main Job Purpose
The primary Field Service Agent role is to provide first-level support through taking calls and handling resulting Incidents or Service Requests, using the incident management and request fulfilment processes, in line with ITSM objectives.
Minimum Desired Qualifications
- Grade 12
- A+ or MCSE or MCITP
- ITIL V3 Foundation Certificate
Minimum Desired Experience
- Minimum of 2 years’ experience in IT
Minimum Desired Competencies
- Drive the efficiency and effectiveness of the incident management process
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Identify and suggest possible improvements on procedures
- Provide status updates to users and the IT Service Desk
- Log tickets based on user interactions and resolve them
- Validate solutions provided by support groups
- Handle daily technical support activities on desktop support
- Diagnose, troubleshoot, and set up desktop computers and peripherals
- Install and test desktop software applications
- Interact with end users on desktop problems and their resolution
Responsibilities and Accountability
RESPONSIBILITIES AND ACCOUNTABILITY
Responsible for answering of all calls (telephone, email, etc.) – Internal and External
- Use the Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Evaluates all requests and provides first level support on requests that come in from internal and external stakeholders.
- Accountable for understanding all client service level agreements and all services we provide.
- Accountable for Managing and recording all work though the Ticketing System
- Incident management: Accountable for accurately Managing Tickets for incidents end-to-end
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- Accurate Logging of all incidents
- Assigning Incidents
- SLA and Incident management
- Updating incidents
- Accurate Feed Back to Stakeholders/Clients
- Escalating Incidents
- Closing Incidents
- Reporting on all incidents weekly/monthly.
- Accountable for all System Monitoring
- Responsible for Customer Database Management
- Accountable for Managing and updating Customer Details on the System
- Ensuring that all Client Documentation is well maintained