Service Desk Agent

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)

Location: Cape Town City Centre, ZA

Posted Date: 11/21/2024