Type your keywords in the search box above

IT Service Desk Agent






Agile Staffing Solutions


Provide the first contact and support interface to Customers of the bank in an environment that requires shift work

Key Role Responsibilities

Call Logging

  • Attend and resolve incidents in terms of agreed SLA with regards to: Average hold time, abandonment rates, first time fix, meantime to repair, talk time & calls logged
  • Attend and resolve to all issues and escalate complex ones to the Supervisor 
  • Record, validate and update customer details
  • Capture the interaction details
  • Translate customer needs into system data inputs
  • Categorise the incident
  • Categorise the service
  • Analyse the issue based on the incident description
  • Call logging includes incidents submitted via e-mail, e-forms

Customer Service Delivery

  • Determine the customers need for assistance
  • Provide customers with on-demand information
  • Manage Customer experience by explaining the procedures and steps taken toward call resolution
  • Communicate to Customers the incidence & status of service disruptions 
  • Liaise with support structures to ensure Customer calls are satisfactorily resolved
  • Recognise Customer service degradation, issues & initiate corrective action
  • Take responsibility for follow up activities
  • Ensure adherence to Customers SLAs at all times

Standard Change Management

  • Ensure all standard change orders are actioned or acknowledged within agreed turnaround times
  • Escalate change orders that have not been correctly actioned to respective IT department

Quality Assurance

  • Communicate poor service outcomes to relevant support structure & service provider
  • Follow up procedures, identify opportunities for improvement and areas of weaknesses

Call Resolution

  • Follow relevant processes for normal incidents & the Request for Service type incidents
  • Identify correct support structure to which the call is routed
  • Escalate calls where necessary
  • Assist with problem management with respect to priority incidents

Call Closure

  • Follow bank standards, procedures & policies as documented in the Quality and Call Closure Process
  • Close calls or log service complaints where prescribed
  • Communicate poor service outcomes to the relevant support structure & service provider



Job Type: 


Date Posted: