Helpdesk / Tech Support

Overview

Summary and purpose of the Job :

Do you have a passion for offering excellent customer service, helping our customers with problems to get to the right place for support? Do you have an interest in technology, and understand the key elements of IT, telephony and connectivity? We are looking for enthusiastic individuals to join our dynamic and expanding team. You’ll become part of our new Cape Town based Support Team, working with Service Desk engineers and consultants, supporting our customers, providing a first-class service, gaining vital knowledge, skills, and experience along the way. In this role you will be the first point of contact for our customers, so will need to be a clear, confident and professional communicator. You will play a key role in the team meeting the high levels of service we strive to deliver. This role will give you exposure to our impressive portfolio of IT products and services, helping to drive forward your knowledge and progression. If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.

Responsibilities

The extent of your duties will include but are not limited to :

• First point of contact for our customers seeking technical assistance via phone and email.
• Working as a team across a 24 / 7 environment
• Monitoring CCTV and responding to alerts
• Initial Triage of IT, Telephony and Network issues, escalating to resolver teams as required.
• Validate customers’ requests to ensure that they are entitled to service requested.
• Coordinating with other teams to ensure customers\' requirements are escalated accordingly
• Follow defined processes, ensuring that customers are dealt with effectively
• Offer advice and support to customers in a professional manner
• Focus on developing your skills with support of other team members

Experience / skills required

Beneficial experience / skills

The following certifications would be beneficial

Conditions and Benefits

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