As an Agent of the IT Service Desk, you will be a Single Point of Contact for Users and Customers for support of all IT Services delivered. The Agent will be expected to communicate with users via multiple methods, including FreshService, Slack, email, and Web interaction. The Agent will categorize, classify and prioritize tickets and then assist clients with 1st level support. The Agent is responsible for documenting the ticketing system's troubleshooting steps and contact information. The analyst will also be responsible for forwarding tickets to other groups or agents.
The qualified candidates will possess the following skills:
Use Freshservice to create tickets, categorize, prioritize, and resolve tickets
Monitor Freshservice Network Group for any raised issues.
Troubleshooting experience (Password reset, PC/MAC general troubleshooting experience)
Monitoring Network status and reporting immediately in the event of outages.
Reboot network devices to restore functionality.
Comfortable troubleshooting Mac computers
Excellent grasp of the English language and excellent grammar skills
Able to prioritize and multi-task
Ability to maintain communication with the team through chat all-day
Excellent Customer Service Skills
Excellent Written and Verbal Communication skills
Willing to work different shifts.
Ability to follow written and oral direction
Basic JAMF knowledge would be preferred but not mandatory
Basic knowledge of Mac OS is mandatory
You are required to have a solid internet connection, a microphone, and a PC. This is a work-from-home position, so you must have a quiet space to work. You must have basic knowledge of how to use a Mac.
This is a contract part-time job, 24 hours per week. A total of 16 hours on the weekends and 8 hours during the week.
If you have the experience and are interested in growing with our company, please apply for the position and include your resume.
Dzaani