Provide quality system support to all users in an approachable and courteous manner.
Strive to meet or exceed all operational and SLA’s.
Adhere to policies, procedures, processes and documentation.
Respond to incoming telephone calls and emails.
Inform users on appropriate action.
Document customer requests in the call tracking system.
Provide and assist with 1st and 2nd level technical software/hardware support.
Identify and escalate problems to appropriate resources in a timely manner.
Monitor open tickets and take appropriate action.
Provide documentation to end users through self-help guides.
Research questions using available information resources.
Stay current with system information, changes and updates.
Required Skills:
Previous IT Helpdesk/Support role with up to three years’ experience is a plus.
Experience in handling service related calls where every ticket is to be resolved against SLA’s is a plus.
Knowledge of both hardware and software support, Windows 7/10 certification.
Knowledge in Microsoft Office 2013/2016.
Knowledge in mobile device setup and troubleshooting.
Knowledge in Active Directory user management.
A technical aptitude with strong PC literacy skills.
The ability to follow policies and procedures of the support desk.
Willing to assist during non-working hours (ie. Weekends) for emergency maintenance or projects that require zero to little down time for users in the office.
Required Competencies:
Fluent speaking and writing in English.
Excellent verbal and written communication skills is a must.
You will pay great attention to detail, passionate about quality and customer service with a problem-solving mindset.
Strong customer service experience to ensure a seamless service for users.
The ideal candidate will have the ability to prioritise, multi-task and work well under pressure.
You will have strong organisation, planning and prioritising skills.
Ability to work autonomously and take your own initiative.
Flexible and adaptable.
You will be able to work in a reactive environment.
Strong enthusiasm and a desire to learn and apply technical information in a fast-paced, demanding work environment.
The ideal candidate will have completed at least one module of the Microsoft Certified Desktop Support Technician (MCDST) or MCSA: Windows 10. If not, the candidate must be willing to complete..
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