Job Description

Job Purpose The purpose of the job is to provide a focal point for customers to contact Service Desk Department for assistance. The System Technician receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed. Key Responsibilities

• Professionally respond to and assist with all customer queries
• Regularly update all customers with progress-information and estimated times to completion
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests
• Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
• Process support or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customers
• Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
• Escalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievable
• Monitor time spent on remote request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations
• Create the initial record for & accurately capture any reported support- or information-request in the call-logging software
• To adhere to the company policies and procedures code and regulations

Competencies (10%)

• Attention to detail
• Initiatives and Self-motivation
• Interpersonal relationships
• Professionalism
• Good written and verbal Communication skills
• Good time-management
• Technical skills

Minimum Requirements

• Matric
• A+ and N+ qualification or similar
• 1 Year Service Desk experience in a similar environment

Company Benefits (after permanent appointment offered):

• Medical Aid (company contributes of R1000 towards Discovery Medical Aid)
• Retirement Annuity (Company contributes 5%)
• Birthday Bonus (Depended on performance and not mandatory)

You may be required to work overtime outside the scheduled shift- and standby-allocation on management request which will be add-on payments recieved. Do not apply if your salary is beyond the bracket of R7000 - R8500 If you are not contacted within 2 weeks of your application, please accept that your application was not successful. Job Type: Permanent Salary: R7,000.00 - R8,500.00 per month Education:

• Certificate (Required)

Experience:

• Technical Call Centre: 2 years (Required)