Support Desk Agent Pretoria - Pretoria
Integrita Group
Key Performance Areas would include, but are not limited to: · Accurately communicate via telephone, Team Viewer, Any Desk, Email, Skype, etc. in clear informative written English, without the use of jargon · Provide excellent service to customers and meet expectations based on agreed processes · Manage all incidents, maintain resolution times as specified in the company service level agreement · Own customer issues through to resolution and to recognise when to escalate · Provide reports as and when required. · Ensure all service calls are closed on time · Assist the Service Desk Manager with ad-hoc projects and tasks from time to time. · Keep job cards updated with clear informative written English, without the use of jargon. · Establish/ Maintain contact with onsite technicians to assist with anything required. · Constructively participate as a member of the wider team · Ensure protection of the company's interests always and in all circumstances · Take all practicable steps to ensure personal safety and the safety of others. · Demonstrate professional skill and a high standard of fairness and integrity · Record, analyse and classify customer concerns · Creating, resolving and reassigning tickets. Work Experience and Competencies: · VOIP and Mikrotik experience is essential · Previous experience working in a similar position & industry. Voice and PABX experience Knowledge and understanding of TCP/IP, DNS, DHCP, routers & switches is compulsory Ability to work quickly and under pressure · Own transport preferred. · Excellent written & verbal skills Qualifications · Matric / NQF4 Equivalent · N & A Experience or qualifications will be beneficial. · Between R8000.00 – R10 000.00 per month (dependant on experience)
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