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Talent Pool: Service Desk Agent (Junior)

Business:  Discovery Central Services
Function:  IT Service Desk Support & Administration
Date:  16-Jul-2021

Discovery – Group Information Services / Technology Services

Service Desk Agent: 529HELP


About Discovery


Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.


About (529HELP)


529Help is the Single Point of Contact (SPOC) for internal End-Users, facilitating Incident Resolution and Request Fulfilment via the chosen contact channels and within agreed SLAs.


Key Purpose

To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.


Areas of responsibility may include but not limited to

  • Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
  • Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
  • Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
  • Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
  • Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
  • Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
  • Monitor resolution progress, provides updates on Contacts when requested and executes Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
  • Monitor and manage all Group Nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
  • Provide appropriate input to the Knowledge Base.
  • Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
  • Acknowledge any Complaint and attempts to provide a Resolution at First Line. Should First Line not be possible, executes Hierarchical Escalation to ensure the Complaint is Resolved.

 (Note: This position is shift based).


Personal Attributes and Skills

  • Attention to detail.
  • Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
  • Ability to understand impact and urgency in order to assign relevant priorities.
  • Strong verbal and written communication skills.
  • Strong technical competencies.
  • Able to work in a highly pressurized environment with high volumes.
  • Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution



Education and Experience

  • Matric
  • A+, N+, MCSE
  • Diploma in Information Technology*
  • Previous IT Service Desk / Helpdesk Experience



The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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