We are searching for a Support Agent to provide internal and external desktop support.
ROLE REQUIREMENTS
The ideal candidate will be customer-focused, detail-oriented, efficient, reliable and has good communication skills with a passion for technology. The Job will entail hardware and software desktop support.
ROLE RESPONSIBILITIES
All functions and duties related to the position include, but are not limited to the following: –
- Identifying hardware and software solutions.
- Troubleshooting technical issues.
- Diagnosing and resolving queries.
- Configuring system changes.
- Speaking to customers to quickly get to the root of their problem.
- Providing timely and accurate customer feedback.
- Talking customers through a series of actions to resolve a problem.
- Following up with clients to ensure the problem is resolved.
- Supporting the roll-out of new applications.
- Providing support to internal and external parties.
- Managing multiple cases at one time with excellent knowledge of all systems.
- Testing and evaluating new system and changes.
- Reporting system issues/bugs found.
- Carry out technical solutions where required.
- Follow up with support tickets outstanding and liaising with external parties.
- Asset management and regularly updating new equipment.
QUALIFICATION AND SKILLS
- Matric Certificate.
- 1 – 2 years of experience as a help desk technician or similar role.
- Reliable internet connection and computer for remote work. (if required)
- Project management experience.
- Good attention to detail and ability to show initiative.
- Willing to work flexibly and with enthusiasm.
- Ability to communicate effectively with a wide variety of people in a professional manner whether it be face to face, telephonically or written communication.
Previous experience with the technologies below would also be beneficial:
- Office 365
- Microsoft windows software and packages
- Ticketing systems