IT Helpdesk Agent - Cape Town
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