Helpdesk Agent

6 days ago

Pretoria, South Africa Herotel Full time

Applications are invited for the above-mentioned position to be based in Tshwane.

**Key Performance Areas would include, but are not limited to**:
Customer first and second line customer support:

- Assist walk-in clients where applicable.
- Screen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required.
- Log requests through Herotel’s ticketing system, manage ticket queue to ensure optimal support, and update ticket status daily or as required.
- Attempt to resolve the issue permanently on first call and on the same day, including following up and providing regular (minimum hourly, and no less than daily) feedback to customers.
- Regularly check Microsoft Teams & WhatsApp for messages requiring call backs.

Troubleshooting, problem solving and monitoring:

- Gather information through analytical trouble shooting or problem research to determine the nature of faults (including determining whether the fault is a customer side or WAN fault).
- Make use of troubleshooting tools such as tracert, ping, bandwidth test and Route This.
- Monitoring of Network using PRTG and Zabbix.
- Where the call cannot be resolved, escalate the call timeously to the correct person or team (Team Leader/Team Captain or Technical, NOC, RF (Radio Frequency), Fibre, or Field Ops teams).
- Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately

Customer-side faults:
Internal/network faults:

- Identify network issues (e.g. uplink problems, such as a backhaul upstream service provider problem, a fibre PON failure, or a wireless tower failure) through gathering information and troubleshooting, and escalate to NOC through ticketing system.
- Assist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).
- Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

Team support:

- Support and assist with the development, training, and upskilling of Tier 1 agents.
- Act in the role of shift captain, when assigned, to support the smooth operations and optimal customer support during each shift.
- Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
- Adhere to and contribute to internal technical documentation and knowledgebase.
- Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
- Work in a team and collaborate to improve customer support.
- Research and remain up to date with current industry and technologies and share learnings with the team.
- Become familiar with department policies and SOPs (Standard Operating Procedure).
- Learn to use company software programmes, tools.
- Attend and participate in team MOS (management operating systems) meetings.
- Leadership potential
- Analytical thinking
- Communication skills (verbal and written)
- Customer orientation (building rapport, handle complaints)
- Continuous learning ability (including technical aptitude)
- Decision making
- Follow up
- Problem solving and resolution
- Teamwork
- Inter-personal relations
- Employee development
- Time management
- Networking, ICT and Telecommunications technology and industry knowledge.
- Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
- Troubleshooting skills in a networking environment.
- Advanced understanding of PC hardware setup and configuration advantageous.
- Layer 2 switching knowledge/ability advantageous.
- Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink hardware.
- Work independently, including remotely (when required).
- Willing and able to work shifts, including evenings and weekends.
- Work under pressure and according to specific call resolution targets.
- Microsoft Office (outlook, Teams - required, Word and Excel advantageous).
- Coach and train Tier 1 Agents and other team members on the job.
- Proficient in English (written and verbal), second language preferable.

**Qualifications**
- Grade 12 / Senior Certificate.
- N+ & A+ certification, or a minimum of 3 years’ experience in an Internet Service Provider helpdesk call centeror ticketing environment.
- Min 3-year of experience working with Wireless and Wi-Fi Routers.
- Additional ICT qualification (including MTNCA) advantageous.

(Reference: HEL021)

**All applicants to provide a detailed CV, motivational letter, copies of qualifications, copy of ID.**
- **PLEASE NOTE**:_

**Job Type**: Permanent

**Salary**: From R1.00 per month

  • Helpdesk Agent

    2 weeks ago

    Pretoria, Gauteng, South Africa Herotel Full time

    Applications are invited for the Helpdesk Agent - Tier 1 position to be based in Tshwane.PURPOSE OF THE ROLE:Key Performance Areas would include, but are not limited to:Offer first line support to customers, which includes taking initial call from users. Always strive for first call resolution. Determines if fault is customerside, or WANside. Provides basic...

  • Helpdesk Agent

    4 weeks ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in **Tshwane.** **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: - Offer first line support to customers, which includes taking initial call from users. - Always strive for first call resolution. - Determines if fault is customer-side,...

  • Helpdesk Agent

    2 weeks ago

    Pretoria, Gauteng, South Africa Herotel Full time

    Applications are invited for the Helpdesk Agent - Tier 2 position to be based in Tshwane.PURPOSE OF THE ROLE:Key Performance Areas would include, but are not limited to:Strives to resolve all faults presented daily. Determine nature of faults and the steps required to rectify it permanently. Check Tier 1 troubleshooting before confirming ticket may be sent...

  • Helpdesk Agent

    2 weeks ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in** Tshwane.** **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: **First contact and first call customer support**: - Assist walk-in clients where applicable. - Screen incoming calls, redirecting them to the correct departments, and...

  • Helpdesk Agent

    7 days ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in Tshwane. **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: **First contact and first call customer support**: - Assist walk-in clients where applicable. - Screen incoming calls, redirecting them to the correct departments, and...

  • Helpdesk Tier 1

    2 months ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in Tshwane. **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: - Offer first-line support to customers, which includes taking initial calls from users. - Always strive for first-call resolution. - Determines if fault is customer-side or...

  • Helpdesk Supervisor

    2 weeks ago

    Pretoria, South Africa University of Pretoria Full time

    **UP Professional and Support**: DEPARTMENT OF INFORMATION TECHNOLOGY SERVICES HELPDESK SUPERVISOR (IT) PEROMNES POST LEVEL 7- The University of Pretoria's commitment to quality makes us one of the top research Universities in the country and gives us a competitive advantage in international science and technology development._ JOB PURPOSE: To develop and...

  • Helpdesk Tier 1

    2 weeks ago

    Pretoria, Gauteng, South Africa Herotel Full time

    Applications are invited for the Helpdesk Agent - Tier 1 position to be based in Tshwane.PURPOSE OF THE ROLE:Key Performance Areas would include, but are not limited to:Offer first-line support to customers, which includes taking initial calls from users. Always strive for firstcall resolution. Determines if fault is customerside or WANside. Provides basic...

  • Helpdesk Agent

    4 weeks ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 2 **position to be based in Tshwane. **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: - Strives to resolve all faults presented daily. - Determine nature of faults and the steps required to rectify it permanently. - Check Tier 1 troubleshooting before...

  • Helpdesk Agent for Persons with Disabilities

    6 days ago

    Pretoria, South Africa Bidvest Facilities Management Full time

    **Brief Role Description** To efficiently capture and process customer requests in accordance with Service Level Agreements (SLA) **Key Performance Areas (Kpa's)** - Must be clear and audible on telephone and hand-held radio mediums. Well-spoken. - Issuing and managing logged jobs from the helpdesk to the supplier, technicians, and maintenance personnel. -...

  • Helpdesk Agent for Persons with Disabilities

    2 weeks ago

    Pretoria, Gauteng, South Africa Bidvest Facilities Management Full time

    Brief Role DescriptionTo efficiently capture and process customer requests in accordance with Service Level Agreements (SLA)Key Performance Areas (Kpa's) Must be clear and audible on telephone and handheld radio mediums. Wellspoken. Issuing and managing logged jobs from the helpdesk to the supplier, technicians, and maintenance personnel. Interact with the...

  • Regional Helpdesk Agent

    4 weeks ago

    Pretoria, South Africa Health Solutions Full time

    **Introduction** Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa,...

  • Supplier Helpdesk Agent

    2 weeks ago

    Pretoria, Gauteng, South Africa SoluGrowth (Pty) Ltd. Full time

    Daily monitoring of open & pending & critical workorders in Remedy as per SLA Completing due diligence an all supplier request received prior to creation/updates made Must communicate & follow up effectively with various stakeholders on a timely basis Provide clear, easy to understand written communication with relevant information to internal/external...

  • Regional Helpdesk Agent

    2 weeks ago

    Pretoria, Gauteng, South Africa Health Solutions Full time

    IntroductionMomentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a...

  • Regional Helpdesk Agent

    2 weeks ago

    Pretoria, Gauteng, South Africa Health Solutions Full time

    IntroductionMetropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.Metropolitan operates in South Africa, but the...

  • Regional Helpdesk Agent

    2 months ago

    Pretoria, South Africa Health Solutions Full time

    **Introduction** Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by...

  • Regional Helpdesk Agent

    21 hours ago

    Pretoria, South Africa Health Solutions Full time

    **Introduction** Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by...