2nd Line Support Agent - Shoprite Group

The purpose of the 2nd Line Support Agent is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by the Service Desk and the coordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.

This role applies knowledge of company IT systems and products to conduct in-depth troubleshooting, analysis and resolution or escalation of user incidents within established company standards and timelines for ITIL frameworks and Service Level Agreements.

Furthermore, this role maintains client servicing etiquette and efficiency in a fast-paced environment whilst being adept at handling high-volume client incidents and ensuring that the client, IT Service Management tools and knowledge database are updated.

Job Category: IT

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Job Objectives

Provide 2nd Line Support:

• Ensure that the client incident information pertaining to 1st line service desk support escalations is valid, accurate and easy to understand.
• Perform in-depth (2nd line) technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
• Provide high-quality service during customer interactions, and ensure the client is well informed about the problem, resolution timelines and timeous feedback on all stages.
• Liaise with service desk and application support teams to facilitate incident resolution.

Incidents escalations:

• Efficiently escalate any unresolved problems or requests to the relevant application support (3rd line support) team with accurate information and problem diagnosis prior to the escalation.
• Update the logging system according to established standards, procedures and timelines.
• Experience in a technical system, skills transfer and knowledge database updates:
• Manage all incidents within the applicable IT Service Management (i.e., BMC Helix, Jira Service Management, etc.) tools to provide support for a broad range of enterprise technical systems including Retail System SAP and Point of Sale.
• Ensure tools are available and in place for efficient support.
• Update the knowledge database for future references according to agreed standards and timelines.
• Provide input on the need analysis and support for Service Desk Agents training with guidance on efficiently troubleshooting, managing, resolving and closing incidents with minimal escalations.

Communication:

• Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy to understand and detailed for the end-user.
• Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats etc).

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Qualifications

• Matric/grade 12 certification - (essential).
• A+ or N+ and ITIL 4 Foundation Certification - (essential).
• Service Desk Analyst certification - (essential).
• IT-related Diploma / Degree - (desired).

Experience

• +2 Years' experience in general IT operations/support services or similar role with knowledge of 2nd line support serviceand solid experience resolving and escalating IT-related querieswithin a service desk support environment in a retail context- (essential).
• Experience with IT Service Management tools (I.e., BMC Helix, Jira Service Management, etc.) for incident support – (essential).
• Experience in a Retail / Wholesale / Financial Services industry - (essential).
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and Microsoft applications - (desired).

Knowledge and Skills

• Working knowledge of MS Office Suite - (essential).
• Good understanding of Incident, Knowledge and Problem Management - (desired).
• Strong Technical Proficiency and understanding of services - Understands technical information and a wide range of IT support services to adequately perform on the job and guide end-users towards a solution.
• Service Support and Customer orientated-Committed to providing high-quality customer service. Empathizes with customers and ensures their customer needs are understood, problems timeously resolved, and expectations met and resolving queries as well as leaving a good impression. Always thinking of a customer-centric attitude.
• Excellent written and verbal communication skills ability to convey information and data clearly, accurately and succinctly with the ability to simplify technical concepts and convey messages and ideas to users across organisational levels.
• Good problem-solving skills-Comprehends new information to generate insights while proactively investigating courses of action to identify feasible solutions.
• Well-developed interpersonal skills – able to interact, engage and maintain professional relationships with people at all levels of the corporate structure, and enjoys. Authentic and builds a positive rapport with customers.
• Able to work under pressure, prioritize and balance numerous competing demands in a high-volume, high pressured, and enjoys working in a dynamic, fast-paced environment.
• Comfortable with change and adapting to different requests.

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