About the role
Job Responsibilities:
- Provide quality system support to all users in an approachable and courteous manner. - Strive to meet or exceed all operational and SLA’s. - Adhere to policies, procedures, processes and documentation. - Respond to incoming telephone calls and emails. - Inform users on appropriate action. - Document customer requests in the call tracking system. - Provide and assist with 1st and 2nd level technical software/hardware support. - Identify and escalate problems to appropriate resources in a timely manner. - Monitor open tickets and take appropriate action. - Provide documentation to end users through self-help guides. - Research questions using available information resources. - Stay current with system information, changes and updates.
Required Skills:
- Previous IT Helpdesk/Support role with up to three years’ experience is a plus. - Experience in handling service related calls where every ticket is to be resolved against SLA’s is a plus. - Knowledge of both hardware and software support, Windows 7/10 certification. - Knowledge in Microsoft Office 2013/2016. - Knowledge in mobile device setup and troubleshooting. - Knowledge in Active Directory user management. - A technical aptitude with strong PC literacy skills. - The ability to follow policies and procedures of the support desk. - Willing to assist during non-working hours (ie. Weekends) for emergency maintenance or projects that require zero to little down time for users in the office.
Required Competencies:
- Fluent speaking and writing in English. - Excellent verbal and written communication skills is a must. - You will pay great attention to detail, passionate about quality and customer service with a problem-solving mindset. - Strong customer service experience to ensure a seamless service for users. - The ideal candidate will have the ability to prioritise, multi-task and work well under pressure. - You will have strong organisation, planning and prioritising skills. - Ability to work autonomously and take your own initiative. - Flexible and adaptable. - You will be able to work in a reactive environment. - Strong enthusiasm and a desire to learn and apply technical information in a fast-paced, demanding work environment. - The ideal candidate will have completed at least one module of the Microsoft Certified Desktop Support Technician (MCDST) or MCSA: Windows 10. If not, the candidate must be willing to complete.<div .
Shift: 7am to 4pm
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