Helpdesk Triage and Support

2 weeks ago

Cape Town, South Africa Dudobi (Pty) Ltd Full time

**Background**

Dudobi, an established UK-based managed service provider is looking to grow its local South African team. Established in 2000, the company designs, builds, and manages secure cloud-based solutions for its B2B clients in Europe and Africa.

From cloud infrastructure to VoIP, Microsoft 365, co-managed services, desktop support, cloud security, consulting, advisory and more, Dudobi delivers expertise and premium service. With numerous leading accreditations including ISO 27017, we work at an extremely high level, going above and beyond for our clients every day.

**Profile**

We’re looking for a bright, enthusiastic and proactive individual with a passion for IT and a desire to learn and grow their skills. Working primarily with UK clients, excellent business communication skills in both written and spoken English are a must.

**Key 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 reliably identify different kinds of desktop and server helpdesk requests
- Monitor and actively manage SLAs
- Frequently working later shifts to mirror UK working hours
- Prior experience with Autotask would be an advantage
- Procurement of licencing and hardware
- Use online systems and tools to check, increase and decrease client softwarelicences o Ensure accurate billing and reconciliation of all client software licences
- Internal and client reporting
- Use templates and system data to produce regular reports for internal use andclients
- Team support and administration
- Support the helpdesk team as and where needed o Manage and maintain team mailboxes
- Handle routine admin

**Requirements**:

- Excellent business communication skills in both written and spoken English
- Good working knowledge of Microsoft Windows and Office
- 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

**The successful applicant must**:

- Have an excellent telephone manner
- 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 very high standard of service
- Be a positive individual willing to learn quickly and work hard

**We offer**
- A dynamic, small company environment as part of our 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

**Salary**: R8,000.00 - R15,000.00 per month

Application Question(s):
1. Tell us about yourself.
2. Why would you be the best person for this job?
3. When is your availability?
4. What is your salary expectation?
5. Would you be able to work UK hours?
6. Anything else you would like to add?

Please ensure that the video does not exceed 5 minutes in duration. Once you have completed the task, please submit the Loom link below. Applications without a Loom link will be discarded.

**Education**:

- High School (matric) (required)

**Experience**:

- IT Helpdesk: 2 years (preferred)

**Language**:

- excellent English (required)

License/Certification:

- IT qualification (preferred)

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