Service Desk Agent

Recruiter:

GG Financial Recruitment

Job Ref:

CPT001099/GG

Date posted:

Monday, November 18, 2024

Location:

Capetown, South Africa

Salary:

15000 Monthly

SUMMARY:
National retailer is looking for a Service Desk Agent to to provide first-line support service to all their stores, HO, DC, and to administer the day-to-day operations of the Service Desk

POSITION INFO:
National retailer is looking for a Service Desk Agent to to provide first-line support service to all their stores, HO, DC, and to administer the day-to-day operations of the Service Desk

Duties:

Service desk support (hardware and software)

- Support ticket management (requests and incidents via email):
- Telephonic support

Service desk support – Monitoring

- Check the accuracy of data transfers within the ERP system
- Pro-active job monitoring to ensure:
- scheduler is running
- integration and transfer jobs are running according to scheduled times
- Veracity and completeness of sales data that is replicated from stores to the Head Office
- Timeous and appropriate resolution and \ or escalation of any issues

Restore systems connectivity after offline incidents

- Timeous resolution and \ or co-ordination of resolution via tier 2 support, or 3rd party service providers, as appropriate
- Strict adherence to turnaround times
- Clear feedback and communication to impacted store(s)

Qualifications and experience:

A minimum educational standard of Grade 12
A relevant IT Certification
At least two years’ IT Service Desk experience in a customer focused retail environment

Must be willing to work shifts and be available to provide after-hours support (Standby)

Competencies:

Tier 1 hardware and software skills

Windows 10 and 11
Good knowledge of MS Office applications (Word, Excel, and Outlook)
Basic knowledge of MS Azure collaboration tools (O365, MS Teams, One-Drive)
Retail POS (preferably LS Retail)
Basic ERP (preferably Navision \ Dynamics 365)

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