ADvTECH, a leader in education management, is currently seeking a Service Desk Agent to join their Group IT division in Johannesburg, Gauteng. This permanent position is ideal for individuals with an IT background who have experience in customer service and a passion for problem-solving.
The role is designed for those who can provide first-line support to IT users, ensuring that technical issues are resolved efficiently and professionally.
Role Overview
The Service Desk Agent plays a crucial role in maintaining smooth IT operations within the organization. The individual in this position is responsible for responding to IT-related queries, troubleshooting technical issues, and ensuring that system users receive the necessary support to continue their work without disruption.
As the first point of contact for IT-related concerns, the Service Desk Agent will be expected to log and track technical problems, provide basic telephonic training to users when necessary, and coordinate rapid and appropriate responses to technical challenges. Their primary objective is to restore normal functionality for users as quickly as possible, minimizing downtime and ensuring operational efficiency.
In addition to providing technical support, the Service Desk Agent is also responsible for maintaining optimum customer relations. Ensuring high service standards and maintaining accurate records of IT issues and resolutions are key aspects of this role.
Key Responsibilities
- Responding promptly to IT-related queries from system users.
- Logging and tracking reported technical issues.
- Providing basic training to users over the phone when necessary.
- Ensuring that incident management procedures are followed correctly.
- Assisting users in resuming normal operations as quickly as possible.
- Channeling complex technical issues to the appropriate IT support teams.
- Monitoring progress of problem resolution and keeping users informed.
- Maintaining an inventory of supported equipment and a detailed log of IT issues.
- Meeting agreed performance standards, such as response time and resolution time.
- Maximizing cross-selling opportunities in sales-oriented environments.
- Ensuring that service delivery targets are met consistently.
Working Hours
The Service Desk Agent will work on a shift basis, providing IT support during the following hours:
- Weekdays: Up to 12 hours (06:00 – 18:00)
- Saturdays: Up to 6 hours (08:00 – 14:00)
- Sundays: Up to 4 hours (09:00 – 13:00)
Minimum Educational Requirements and Experience
To qualify for this role, candidates should meet the following minimum requirements:
- Microsoft Enterprise Administration Certification
- IT Degree or Diploma
- At least one year of relevant experience
- Strong IT background with previous customer service experience
Ideal Qualifications and Additional Certifications
Candidates with the following additional qualifications will have an advantage:
- ICT Diploma
- ITIL Practitioner Certification
Why Join ADvTECH?
As a leading company in education management, ADvTECH provides a dynamic and supportive work environment where employees can grow and develop their careers. The Group IT division plays a vital role in supporting the organization’s operations, ensuring that technology enables rather than hinders productivity.
By joining ADvTECH, Service Desk Agents gain the opportunity to work with a highly skilled IT team, develop their technical problem-solving abilities, and enhance their customer service skills in a fast-paced environment.
This role is ideal for IT professionals who thrive in problem-solving environments and enjoy assisting users with technical challenges. The opportunity to work with a reputable company like ADvTECH makes this an excellent career move for those seeking growth in IT support and service management.
Application Details
- Closing Date: 04 March 2025
- Location: Johannesburg, Gauteng
- Position Type: Permanent
The Service Desk Agent position at ADvTECH presents a fantastic opportunity for individuals passionate about IT support and customer service. As the first point of contact for IT-related issues, the role is crucial in ensuring smooth and efficient operations within the organization.
Candidates with a background in IT and strong problem-solving skills will thrive in this position, gaining valuable experience in technical troubleshooting, incident management, and customer service.
Interested candidates should submit their applications before the closing date. This is an excellent opportunity to develop a career in IT support within a well-established organization.
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