Desktop Support Agent

7 months ago

Johannesburg, South Africa Performer Recruitment Full time

Introduction

Our client who is a MSP based in Rivonia is looking for a Desktop Support Agent. The Desktop Support Agent will be responsible for technical implementation activities which include installations, O365 licencing/provisioning, and PBX licence/extension assignments and renewal of all client domains for clients as required. This to ensure that end users are always receiving the highest level of customer service possible for all logged incidents relating to the above. The individual will oversee said implementations with the goal of keeping the department running in an efficient manner, to increase customer satisfaction, loyalty, retention and to meet their expectations. This includes the responsibility of managing all tickets assigned to the individual related to the resolution of end user technical support requests. Problem resolution may require that the individual give in-person, hands-on help at the desktop level.

The Company is a technology driven company and make use of technology to better aid and support their clients. We're are looking for motivated and dynamic young individuals who want to further their career in the IT industry

Duties & Responsibilities
- Resolve customer issues in a positive, professional, efficient manner and in compliance with the Customer Service Level Agreement (SLA).
- Taking ownership of customer issues reported and seeing problems through to resolution.
- Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance.
- Provide information, technical assistance and education to users as warranted.
- Maintain, analyses, troubleshoot, and repair computer systems software.
- Promote and adhere to departmental and organizational information security policies, standards, and procedures.
- Properly escalate unresolved issues to appropriate internal/ external teams
- Provide prompt and accurate feedback to customers.
- Ensure all issues are properly logged on the call logging system.
- You will be required to go to the client’s site from time to time.
- Perform other related duties incidental to the work described herein.
- Exchange troubleshooting, knowledge of Microsoft O365 and Office 2016 is essential.
- Perform technical implementation activities such as installations, O365 license provisioning and PBX administration which includes provisioning license, extensions and setting up of desk or softphones for clients as required
- Registration of new domain.
- Generate certificate for clients

Desired Experience & Qualification
- 2-3 years minimum experience in a technical desktop support role, solid technical background with hands on experience in the support environment
- Windows 7 >, A+, N+, MO365
- Basic server knowledge advantageous
- Excellent MS Office knowledge a must
- Well-developed organizational and time management skills
- Own vehicle and valid SA driver’s license
- Clear criminal and credit record

Knowledge and Skills
- Excellent verbal and written communication skills
- Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation and admin skills.
- Ability to effectively prioritize, execute tasks and maintain calm in a high-pressure environment.
- Teamwork and diversity sensitivity
- Ability to clearly communicate technical concepts to non-technical people.
- A thorough knowledge of the products and services the company is offering
- Time management skills
- Keen attention to detail
- Self-manager
- Must have knowledge of commonly used concepts, practices and procedures within the IT field and be willing to continue education or professional growth
- Must have experience in dealing with customers at face-to face level
- Professional discretion and confidentiality
- Must be willing and able to alter shift schedule as user support demands change. This may require evening or night shift work for various lengths of time.

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