Service Desk Agent

iOCO Infrastructure Services (iOCO IS) is seeking a proactive and customer-focused Service Desk Agent with strong experience in incident and event management within a call centre or service desk environment.

The successful candidate will be responsible for proactive system monitoring, incident communication, call management, and ensuring that Service Level Agreements (SLAs) are consistently met.

The ideal candidate will have excellent communication and telephone skills, strong customer-service abilities, and the ability to manage multiple tasks efficiently while working professionally with clients, stakeholders, and internal teams.

• Provide proactive system monitoring.
• Monitor incidents and ensure that relevant clients are informed accurately and timeously.
• Ensure that relevant Service Level Agreements (SLAs) are met within the Call Logging System.
• Ensure calls are assigned to the appropriate resolver groups within the specified timeframes.
• Perform daily application availability checks.
• Conduct event monitoring activities.
• Manage incidents and events through to resolution.
• Take ownership of problems and ensure they are followed through to completion.
• Ensure all correspondence is correctly documented, executed, or noted.
• Follow customer Working Instructions (WI) and management instructions.
• Maintain accurate records of service desk activities.

• Communicate professionally and effectively with clients and relevant stakeholders.
• Provide excellent customer interaction and support.
• Ensure accurate and timely communication regarding incidents and service interruptions.
• Maintain a high level of customer satisfaction and engagement.
• Demonstrate excellent telephone etiquette.
• Handle multiple tasks while maintaining service quality and accuracy.

• Work effectively with colleagues and contribute as a team player.
• Assist team members when required.
• Maintain a positive attitude and strong work ethic.
• Demonstrate a proactive, self-driven approach to resolving tasks and customer issues.
• Follow instructions from customers and management.
• Take responsibility for assigned tasks and ensure they are completed.

• National Senior Certificate / Matric / N3 / Grade 12.
• Must be able to successfully complete the company's required recruitment checks, including reference and criminal checks.

• ITIL v3 Certification.

Experience & Expertise

• Call Centre experience.
• Service Desk experience.
• Incident Management experience.
• Event Management experience.
• Telephony experience.
• Telecommunication experience.
• Excellent customer interaction and communication skills.
• Strong telephone etiquette.
• Ability to communicate effectively in English.
• Good email communication skills.
• Strong multitasking abilities.
• Strong event management capabilities.
• Experience working in a customer-focused environment.
• Ability to perform daily application availability and event monitoring tasks.
• Strong problem ownership and resolution skills.