1 month ago
Job Summary
PROVIDE a focal point for customers, receive and respond to any inquiries or requests for technical assistance from customers as the next System Technician sought by a dynamic provider of innovative Software & Systems Solutions. You will be expected to provide possible solutions, assigning support actions to other departments where needed. Applicants must have Matric/Grade 12, an A+/N+ or equivalent IT related tertiary qualification with 1-2 years’ Helpdesk work experience. Any understanding and/or experience with ITIL Foundation v3 will prove beneficial.
- Minimum Qualification:Degree
- Experience Level:Entry level
- Experience Length:1 year
Job Description/Requirements
Responsibilities:
- Customer Service.
- Remain courteous, tactful, honest, and professional in all communication with other parties.
- Ensure that feedback and follow ups to customers is meaningful and accurate.
- Process support or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer.
- Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability.
- Assess the need for onsite support against the high cost thereof.
- Recognize and alert the Team Leader of trends in customer calls.
- Before creating a new support- or information-request record, verify that the same request is not captured already.
- Create the initial record for and accurately capture any reported support- or information-request in the call-logging software.
- Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g., call-source, contact-details, CI-selection, call-categories, severities, etc.).
Requirements:
- Matric / Grade 12.
- IT qualifications (A+/N+ or equivalent).
- 1 – 2 Technical Helpdesk experience.
Advantageous:
- ITIL Foundation v3/Good understanding of ITIL.
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