Job Purpose: The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone. Responsibilities: Technician Service Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of call received Serve as the first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Customer Satisfaction Maintain the abandoned call rate below 4% (Abandoned call report). Close 100% of customer queries (telephonic and email) within 4 working hours (Helpdesk SLA report). Accurately log all field support and telephone tickets and close within 30 minutes of receiving request (SLA). Generate quotes within 4 hours of receiving. Keep all open Tickets up to date including all Multinational systems. General Provide general customer support, either telephonic or at the front desk. Always comply with PPE policy. Keep work areas always clean. Qualification and Experience: Matric CompTIA A N Min of 3 years' helpdesk technical experience Skills and Knowledge: Good knowledge of general administrative and internal processes Knowledge of ICT industry Product offering software and hardware technical knowledge Customer Service Basic computer literacy especially in Microsoft applications skills Problem solving skills (analytical) Good communication skills (verbal and written) Technical skills and problem analysis See Description See Description Apply Now

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Help Desk Technician Midrand - Midrand

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