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IT Service Desk Agent
Posted date [2019-Feb-07] (ID: 71400)


  • Implement and manage Click-IT Call Centre policies and processes.
  • Accurately log all incoming and outgoing calls, including –
  • call-outs,
  • repairs,
  • Repeat calls,
  • preventative maintenance
  • Logging tickets
  • Ensure all information pertaining to clients, technical staff, service level agreements, call-outs, status and materials is accurately captured on the CRM package, paying particular attention to necessary detail required.
  • Manage technical staff, paying attention to capacity management issues, including –
  • workloads
  • time management
  • capabilities
  • proximity of calls
  • Ensure you disseminate information to the respective persons involved in each case.
  • Ensure outstanding customer service at all times, and to the best of your ability, including
  • Follow-up with clients regarding levels of service received and assess customer satisfaction.
  • Escalate call when necessary, within acceptable time frame, as required by Click-IT and the end-user.
  • Deal with any client complaints as a matter of urgency and implement necessary damage control.
  • Liaise with Procurement to ensure the required goods necessary to despatch calls are in place and are being delivered or collected accordingly.
  • Design a process to ensure all hard- and soft-ware belonging to clients is properly checked and receipted when it is brought in to the workshop for repairs, and checked, signed out before it is returned.
  • Ensure all stock leaving the premises has been checked and invoiced out.
  • Ensure you conduct yourself in a manner that is in line with the corporate culture and profile of Click-IT at all times, and ensure that you are always polite and helpful when interacting with Click-IT’s clients.
  • Ensure that you enable your colleagues to succeed in their jobs by completing all relevant documentation required for administrative purposes timeously, e.g. job sheets, leave applications, etc.
  • Promotion of new business for Click-IT.
  • Recommendation to management on improvements to services, and any other suggestions you feel will improve or benefit The Company.
  • Provide remote support telephonically

To Apply

Whatsapp the keyword "JOB" to 0849122108

Job Title IT Service Desk Agent
Post Details
Posted By Jobking
Job Function IT
Start Date
Location Johannesburg
Phone No 084 243 3389
Email biancaking1327(at)
Region Location -> Johannesburg
Job Type Job Type -> Full-time Jobs
Classification Job Classification -> Information Technology

Recruitment Agencies Johannesburg