Technician: Helpdesk

  • Mustek Limited
  • Midrand, Gauteng, South Africa
  • Nov 08, 2019
Permanent Information Technology

Job Description

Introduction

The Helpdesk Technician is primarily responsible for providing technical support and advise to customers (Internal and External) via the telephone.

Specification

  • Accurately allocate on site tickets to 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 details provided by customers.
  • Walk the customers through the problem-solving process.
  • Direct unresolved to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their solutions in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Maintain the abandoned call rate below 8%
  • Close 100% of customer queries within 4 working hours
  • Accurately log all field support and telephone tickets and close them within 30 minutes of receiving request.
  • Generate quotes after receiving them.
  • Keep all open tickets up-to-date including all multinational systems
  • Close all multinational cases within 8 business hours from resolution

    Requirements

    Qualifications and Experience:
Matric
CompTIA A+ and N+ (Preferred)
Minimum of 3 years Helpdesk (Technical) experience
Skills and Knowledge:
  • Excellent communications skills and customer care
  • Attention to detail
  • Good problem-solving skills
  • Technical skills and problem analysis
  • Basic computer literacy (MS Office)
  • Good knowledge of general administrative and internal process
  • Knowledge of ICT industry
  • Product offering software and hardware technical knowledge
•Customer Service

Application Deadline

Nov 12, 2019