Helpdesk Triage and Support Specialist

2 weeks ago


Cape Town, South Africa Graduate Placements Full time

**Responsibilities**:
Helpdesk triage
- Answer incoming Helpdesk calls from clients and triage or log tickets
- Assign incoming Helpdesk tickets to the most appropriate engineer
- Be able to identify different kinds of desktop reliably and server Helpdesk requests
- Monitor and actively manage SLA's

Procurement of licensing and hardware
- Use online systems and tools to check, increase and decrease client software licenses
- Ensure accurate billing and reconciliation of all client software licenses

Internal and client reporting
- Use templates and system data to produce regular reports for internal use and clients

Team support and administration
- Support the Helpdesk team as and where needed
- Manage and maintain team mailboxes
- Handle routine admin

**Requirements**:

- Excellent business communication skills in both written and spoken English
- Good working knowledge of Microsoft Office Suite and Windows
- 2+ years of related IT helpdesk experience is an advantage
- Grade 12 with Maths or IT preferred
- It would be beneficial to have some formal qualification in IT such as a Microsoft certification
- Have an excellent telephone etiquette
- Be detail-oriented and highly accurate in their work
- Demonstrate strong interpersonal skills and know what it means to be a good team player
- Have a professional work ethic
- Know how to serve demanding international clients, who expect a high standard of service
- Be a positive individual willing to learn quickly and work hard

**Benefits**:

- A dynamic, small company environment as part of a team of passionate, motivated engineers
- Lots of responsibility; you’ll be triaging helpdesk calls and tickets for clients across Europe and Africa
- Space for your ideas and improvement suggestions to be aired and implemented
- Fun team events, including weekly team lunch
- 20 days’ leave per year as a minimum
- Significant personal opportunity to grow and advance within a dynamic small business



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