ROLE PURPOSE

The Service Desk Agent (Level 1) serves as the first point of contact for internal and external clients, ensuring professional, timely, and SLA-aligned handling of Incidents and Service Requests.

The role is responsible for accurate ticket logging, first-line technical diagnosis and resolution, effective escalation to Tier 2/3 support teams, and maintaining high levels of customer satisfaction.

This position supports operational continuity, SLA compliance, and client experience within the Managed Services environment.

ROLE REQUIREMENT

3.1 Service Request & Incident Management (ITIL Aligned)

• Serve as the single point of contact for all incoming Incidents and Service Requests.
• Accurately log, categorise and prioritise tickets within the ITSM tool (BMC Remedy or equivalent).
• Conduct first-line investigation and diagnosis.
• Resolve Level 1 issues at first contact where possible.
• Escalate unresolved issues to appropriate Tier 2 or Tier 3 support teams within SLA timelines.
• Ensure full ticket lifecycle management through to resolution and closure.
• Perform post-resolution confirmation with users before ticket closure.

3.2 SLA & Operational Compliance

• Adhere to defined SLA and OLA requirements.
• Maintain accurate documentation of all activities within the ticketing system.
• Monitor ticket progress and proactively follow up on pending escalations.
• Reinforce SLA expectations with end-users.
• Support audit, ISO, and compliance standards where applicable.

3.3 Technical Support Delivery

Provide first-line support across:

• Desktop and laptop troubleshooting
• Basic network connectivity issues
• Email and collaboration tools
• Business applications
• Password resets and access management
• Peripheral hardware support
• Escalate complex infrastructure, server, network, or application issues beyond Level 1 scope.

3.4 Customer Experience & Communication

• Maintain a professional, courteous and service-oriented approach.
• Provide timely feedback and updates to users.
• Manage high call volumes while maintaining quality standards.
• Conduct customer satisfaction follow-ups where required.
• Support effective communication during outages or service disruptions.

3.5 Continuous Learning & Development

• Develop understanding of supported client environments.
• Maintain working knowledge of ITIL principles.
• Build familiarity with supported systems and applications.
• Participate in knowledge sharing and team collaboration initiatives.

4. Key Performance Indicators (KPIs)

• First Contact Resolution (FCR) Rate
• SLA Adherence 
• Ticket Logging Accuracy
• Customer Satisfaction Score (CSAT)
• Escalation Timeliness

PROFESSIONAL COMPETENCIES

• Customer-centricity
• Problem solving & analytical thinking
• Attention to detail
• Stress tolerance in high-volume environments
• Accountability & ownership
• Effective verbal and written communication
• Planning & organising

QUALIFICATIONS & EXPERIENCE

• Matric (Grade 12)
• ITIL Foundation
• CompTIA A+
• Minimum 1 year experience in Service Desk / Call Centre / IT Support environment
• Exposure to ITSM ticketing systems advantageous
• Own transport
• Willingness to work rotational shifts (24/7 environment)
• Fluent in English (verbal and written)