Candidate Responsibilities will include:
Provide excellent service to customers and meet expectations based on agreed processes
Manage all incidents, maintain resolution times as specified in the company service level agreement
Own customer issues through to resolution and to recognize when to escalate
Provide reports as and when required.
Ensure all service calls are closed on time
Assist the Service Desk Manager with ad-hoc projects and tasks from time to time.
Keep job cards updated with clear informative written English, without the use of jargon.
Establish/ Maintain contact with onsite technicians to assist with anything required.
Constructively participate as a member of the wider team
Ensure protection of the company’s interests always and in all circumstances
Take all practicable steps to ensure personal safety and the safety of others.
Demonstrate professional skill and a high standard of fairness and integrity
Record, analyse and classify customer concerns
Creating, resolving and reassigning tickets.
Candidate Minimum Requirements:
Grade 12/ NQF4
N+/A+ would be HIGHLY advantageous
Previous telecommunications, PABX and or VoIP experience HIGHLY advantageous
Previous Experience, certificate, diploma or a degree in Information Technology
At least 1 years previous experience in a call center/ Service desk environment.
Excellent written and verbal communication skills
Information technology system support skills
Excellent Microsoft Office skills
Commitment to customer service
Able to work under high pressure