Service Desk Operator (Agent) - Curro Holdings

Curro is a warm and welcoming place to work. It is a place where you can contribute to the lives of children and see them grow into the leaders of tomorrow. Join Curro Head Office IT as a Service Desk Operator (Agent) to start on 01 April 2023

Purpose Statement

The Service Desk Operator (Agent) is responsible for the resolution of Curro Synergy queries and issues in the agreed SLA.

Key Performance Area

Service Desk Support

• Review and respond to ticket queries and issues
• Review issue and query and establish source and problem

• Provide guidance on resolving mark & report issues during mark & report season
• Guide users to the correct training material & resources when needed
• Liaise with CCMD when mark setup needs to be completed each term
• Investigate potential causes and diagnose
• Resolve issues based on a diagnosis of issues and route cause
• Escalate to the next level if cannot resolve
• Deal with large volumes and a variety of queries and issues
• Continuous communication with requesters
• Customer and staff satisfaction survey results
• Close off of completed tickets
• Stakeholder engagement to review & improve processes
• Facilitate occasional Synergy training sessions when required

SLA targets

• Understand SLA requirements
• Manage all tickets to SLA requirements
• Advise on any issues that were not resolved in SLA
• Identify trends in queries and issues and advise to supervisor

Education (Formal Qualification Required)

Minimum

• Grade 12

Advantageous

• Extensive working knowledge of Synergy.
• Any IT-related qualification
• ITIL Foundation

Experience (Minimum Experience Required - type and number of years)

Minimum

• 3-year experience working on Synergy.

Advantageous

• A clear understanding of academic marks and report set-ups and troubleshooting.
• Knowledge of loading and maintaining guardian and learner records in Synergy.