1st Level Support Agent

2 weeks ago

Pretoria, Gauteng, South Africa Pink Elephant Full time
1st Level is responsible for providing initial support and troubleshooting to end
- users encounter technical issues or requiring assistance with software, hardware or IT service.

KEY RESPONSIBILITIES:

  • Providing prompt and courteous customer service by actively listening to end users, understanding their concerns, and addressing their inquiries or issues.
  • Gathering relevant information from end user to accurately diagnose and troubleshoot technical problems or incidents.
  • Attempting to resolve end users issues or incidents by providing stepbystep instructions, guidance, or solutions based on documented procedures or knowledge base articles.
  • Escalating complex or unresolved issues to higherlevel support teams or specialized technicians for further investigation and resolution.
  • Documenting detailed and accurate notes in the ticketing system or knowledge base regarding customer interactions, troubleshooting steps taken, and resolutions provided.
  • Following up with end users to ensure that their issues are resolved satisfactorily and providing status updates as necessary.
  • Collaborating with other team members or departments to resolve end users' issues or incidents that require crossfunctional expertise.
  • Adhering to service level agreements (SLAs) and response time targets for resolving customer inquiries or incidents.
  • Continuously updating knowledge and skills by staying abreast of new technologies, products, and troubleshooting techniques.
  • Contributing to the knowledge base by documenting common issues, resolutions, and best practices.
  • Providing feedback to the service desk team lead or manager on recurring issues, process improvements, or customer satisfaction insights.
  • Adhering to company policies, procedures, and security guidelines when accessing and handling customer information or sensitive data.
  • Maintaining a positive and professional demeanor during customer interactions, even in challenging situations.

PREFERRED QUALIFICATIONS:

  • Strong communication skills, both verbal and written, to effectively interact with end users and convey technical information in a clear and understandable manner.
  • Good problemsolving and analytical skills to diagnose and troubleshoot end users' issues or incidents.
  • Technical aptitude and familiarity with common hardware, software, and operating systems to effectively address end users' inquiries.
  • Basic knowledge of networking concepts and protocols.
  • Familiarity with remote desktop tools or software for providing remote assistance to end users.
  • Patience and empathy to handle end users' inquiries or issues in a calm and understanding manner.
  • Ability to work well under pressure and manage multiple end users' inquiries or incidents simultaneously.
  • Attention to detail to accurately document end users' interactions, troubleshooting steps, and resolutions.
  • Ability to follow standard operating procedures and documented processes for issue resolution.
  • Excellent customer service skills and a customercentric mindset.
  • Ability to work collaboratively in a team environment and effectively communicate and coordinate with team members and other departments.
  • Time management skills to prioritize and manage workload effectively.
  • Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications can be advantageous.
  • A degree or diploma in a relevant field such as information technology or computer science can be beneficial.
  • IT certifications related to service desk or IT service management (e.g., ITIL Foundation, SDI Service Desk Analyst, Tread Analysis).

WORKING CONDITIONS:
The 1st Level Support Agents will work remotely and are required in the office twice a week.

They may be required to work flexible hours, including evenings and weekends, at the discretion of the IT Service Manager.

The 1st Level Support Agents may need to travel occasionally to the Assupol Office when needed.

Working Hours

Monday to Friday 8:00 to 17:00

Overtime 17:00 to 20:00 Monday to Friday

Standby Saturday and Sunday

Ability to commute/relocate:

  • Pretoria, Gauteng: Reliably commute or planning to relocate before starting work (required)
Application Deadline: 2023/08/04

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