IT Helpdesk Agent - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 23-10-2018 12:18:20 PM
18-12-2018 12:18:20 PM
The purpose of this job is to provide remote support and assistance with clients Software using appropriate solutions that satisfy client’s needs.

Provides helpdesk support service.

Investigates reasons for problems and solves them for clients.

Follows up on all outstanding queries timeously within as per SLA with clients

Analysing and solving problems.

Ensuring customer satisfaction.

Provide input for more pro-active support (i.e. repetitive problems).

Log all calls received at the helpdesk

Update logs with progress of solution / investigation on regular basis

Escalate old calls within the department.

Update each log with a root cause detail.

Ensure that call category is appropriate to the call description.

Ensuring that the log is resolved even after escalating to the developer.

All relevant information must be supplied when calls are escalated to 3rd level

Detailed resolution to be provided on log.

Create head office users

Assist opening stores

Assist closing stores

Follow up on midmonth and month-end

Follow up on day-ends

Fluent written and verbal skills in English necessary

Matric with 2-3 years’ IT Helpdesk experience

Experience working on Microsoft Word, Excel and Outlook

Communication skills

Time management skills

Written communication skills

Analytical and problem-solving skills

Ability to conceptualise, interpret and document solutions for customer needs

Preferably have worked in an IT helpdesk environment before

Recruiter: ADA