Who are ihotdesk?: We are a forward thinking IT services company that provides IT outsourcing services to small and medium sized businesses in the United Kingdom and throughout the world. We are specialists for Microsoft-based networks and applications, holding accreditations with Microsoft, VMware, Citrix & Cyberoam.

What we are looking for: We require an accomplished IT Support Representative with a minimum of 1 years experience within a service desk environment to deliver telephonic and remote support to a range of clients within London and throughout the United Kingdom. You will be based at our Cape Town office and will work with a team in a service desk environment.

Essential Skills:

• MCP in Windows 7 or 8
• Experience of Supporting Microsoft Windows Server 2003/2008/2012
• At least 1 years experience of providing telephone support for Windows desktops and desktop applications including Microsoft Office
• Experience of TCP/IP networking and troubleshooting including Local and Wide Area networking
• Experience with backup and restore of servers using Backup Exec.
• Knowledge of the following would be beneficial: routers, switches, firewalls (Sonicwall/Cyberoam), VPN’s, Mobile devices IOS & Android.
• Well-developed problem solving skills.
• A logical approach to problem solving.
• Excellent telephone communication in English.
• Excellent written communication in English.
• Other languages a bonus.

Role:

• Provide first-line remote support to all clients.
• Respond to allocated calls within contracted service levels (SLA's).
• Appropriately categorize, prioritize and monitor tickets and service requests, escalating those which you cannot resolve in a timely and efficient manner.
• Keep open tickets up to date and communicate updates with customers.
• Deliver an exceptionally high level of customer service to all our clients.
• Always take that extra step to exceed customer’s expectations.
• Produce accurate and detailed technical documentation.
• Update documentation produced by others.
• Actively contribute to on-going process improvement within the service desk
• Perform other duties or special projects as assigned
• Documenting solutions and workarounds to problems
   

Salary: Negotiable, depending on experience.

Other benefits:          

• Pension and Medical aid contributions (10% of salary after successful probation period)