Job Description

Applications are invited for the

Service Desk Agent

position to be based in Pretoria.

About the role:

The Service Desk Agent provides first and second line support to customers, striving to first call resolution and providing basic to advanced troubleshooting on customer-side faults.

Key Responsibility Areas will include, but not be limited to:

Provide first and second line support. Strive for First Call Resolution (FCR). Fault Diagnosis and Troubleshooting. Provide basic to advanced troubleshooting on customer-side faults. Support Tasks and Information Requests. Remote support via Any Desk to customers. Ticket Management and Escalation. Customer Interaction and Communication. Address basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural 'how to' questions). Supply clients with general information regarding their Wireless/Fibre/PABX service. Call Handling and Triage Callback and Message Monitoring Timely Client Feedback Link Monitoring Monitor known issue alerts and proactively notify affected clients. Identify recurring issues and log them for problem management or system improvement. Collaborate with Tier 3 or Engineering teams on complex fault investigations. Follow escalation matrix and maintain documentation of escalated cases for audit purposes. Stay up to date with product changes, network upgrades, and new troubleshooting methods. Ensure all actions and communications comply with company policies, SLAs, and privacy regulations (e.g., POPIA or GDPR if relevant). Maintain proficiency in the use of support tools including ticketing platforms, diagnostic portals, and remote access tools. .

Key Outputs:

Resolve customer queries within SLA. Maintain customer satisfaction score of 90% or higher. Record all support interactions and solutions in the ticketing system (Q-Contact) in a timely and accurate manner. Contribute to knowledge base articles by documenting common fixes and troubleshooting steps. Achieve 100% ticket resolution within 24 hours to meet customer service targets. Maintain a first-time resolution rate reducing repeat support queries Contribute to the achievement of team KPIs by delivering timely, high-quality support.

Work Experience and Competency Requirements:

Experience in an ISP/WISP environment, with a strong understanding of internet service operations and customer support processes. Voice and PABX experience, including basic configuration, troubleshooting, and support of telephony systems. Hands-on experience with MikroTik routers and networking tools, including basic configuration and diagnostics. Working knowledge of PortaOne platform (advantageous). Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic configuration of routers and switches (required). Basic understanding of PC hardware setup and configuration (advantageous). Strong problem-solving and fault-resolution skills, with the ability to identify root causes and implement effective solutions. Excellent verbal and written communication skills, with a professional approach to client interaction. Effective time management skills with the ability to prioritize tasks and meet deadlines in a high-paced environment.

Qualifications

Grade 12 is required.
N+ and A+ certifications are advantageous and will be considered a strong asset.

If you meet the above requirements, please submit your CV with contactable references.

PLEASE NOTE:


Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel's Employment Equity Plan. Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information. * If you do not hear from us within 4 weeks of your application, please deem your application as unsuccessful.