Service Desk Position

JOB PURPOSE
The role involves providing customer support to end users of IT service provided by the company. It also involves troubleshooting customers' issues, and collaborating with other technical personnel to help solve customers' problems.

RESPONSIBILITIES

Respond to and investigate customer/end user inquiries, concerns and issues via logged phone calls, mail and email in a timely and courteous manner

Escalating issues as needed and maintain communication with the customer and technical teams through resolution

Walk the customer through the problem solving process

Provide excellent customer service

Follow communication “script” when handling different matters

Properly diagnose issues and direct unresolved issues to the next level of support personnel

Organize and maintains file system, files and other records

Identify and suggest possible improvements on procedures

REQUIREMENTS

Matric or equivalent with 1+ years of help desk experience

Working knowledge of computers, printers, laptop etc.

Excellent written and verbal communication skills

Proficiency in Microsoft Office programs including Excel, Word and Outlook

Ability and passion to learn new technology

Bilingual

COMPETENCIES

Effective Communication skills

Customer oriented and cool-tempered

Ability to work under pressure

Creative solutions

Computer skills

Problem-solving and troubleshooting abilities.

Time Management

Teamwork and collaboration

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Interested candidates can email their response to info@masetlaoka-it.co.za




Due to the large number of applications, we envisage receiving, only short-listed candidates will be contacted. Should you not receive a response within 2 weeks please regard your application as unsuccessful.