Shoprite is looking Service Desk Operator

Reference Number


Job Objectives

KPA 1 – Provide 1st Line Support: To accurately log all ticket information – ensure full understanding and interpretation of details provided by the end user To timeously respond to logged incidents To provide first-line support with a focus on incident resolution To ensure that first level problem resolution is in line with Service Level Agreement To handle a high volume of customer calls/incidents To provide a high level of quality service at all times To update the reference library for future reference KPA 2 – Incident Escalations: Update the logging system with required and appropriate information whilst adhering to organisational standards and procedures. To accurately diagnose the problem or request before escalating to the relevant specialist Escalate any unresolved problem/request to the relevant specialist KPA 3 – Communication: To gather an understanding of the technical problem/request Ensure full understanding and interpretation of details provided by end user To continuously communicate to end user about steps being taken/progress To ensure inquiries are handled in a professional and expeditious manner Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts. Mon – Fri 07:00 – 16:00 (Early Shift) Mon – Fri 08:00 – 17:00 (Normal Shift) Mon – Fri 09:00 – 18:00 (Late Shift)


Matric A+, N+, MCSE


1 – 2 years Service Desk Operator or IT environment Experience Internet, Email and Google Suite -Working with Remedy, Dameware and Monitoring tools

Knowledge and Skills

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Shoprite endeavours to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful

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