•  Gauteng
    • March 11, 2022
    • March 15, 2022
    •  Contractor
  •  Engineering, Technical, Production, Manufacturing Jobs

Job Summary

The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone.

Duties And Responsibilities

Technician Service
•Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of call received.
•Serve as the first point of contact for customers seeking technical assistance over the phone or email.
•Perform remote troubleshooting through diagnostic techniques and pertinent questions.
•Determine the best solution based on the issue and details provided by customers.
•Walk the customer through the problem-solving process.
•Direct unresolved issues to the next level of support personnel.
•Provide accurate information on IT products or services.
•Record events and problems and their resolution in logs.
•Follow-up and update customer status and information.
•Pass on any feedback or suggestions by customers to the appropriate internal team.

Customer Satisfaction
•Maintain the abandoned call rate below 4% (Abandoned call report).
•Close 100% of customer queries (telephonic & email) within 4 working hours (Helpdesk SLA report).
•Accurately log all field support and telephone tickets and close within. 30 minutes of receiving request (SLA).
•Generate quotes within 4 hours of receiving.
•Keep all open Tickets up to date including all Multinational systems.

•Provide general customer support, either telephonic or at the front desk.
•Comply with PPE policy at all times.
•Keep work areas clean at all times.

Qualifications And Experience

Qualifications and Experience:
•CompTIA A+ N+ (Preferred)
•Min of 3 years’ helpdesk (technical) experience preferred

Skills and Knowledge:
•Basic computer literacy especially in Microsoft applications skills
•Problem solving skills (analytical)
•Good communication skills (verbal and written)
•Technical skills and problem analysis
•Good knowledge of general administrative and internal processes
•Knowledge of ICT industry
•Product offering software and hardware technical knowledge
•Customer Service

How To Apply

To apply click on the view more information button below.

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