Service Desk

**Job Purpose**

The purpose of the job is to provide a focal point for customers to contact Service Desk Department for assistance. The System Technician receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.

**Key Responsibilities**
- Professionally respond to and assist with all customer queries
- Regularly update all customers with progress-information and estimated times to completion
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
- Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
- Escalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievable
- Monitor time spent on remote request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations
- Create the initial record for & accurately capture any reported support
- or information-request in the call-logging software
- To adhere to the company policies and procedures code and regulations

**Competencies (10%)**
- Attention to detail
- Initiatives and Self-motivation
- Interpersonal relationships
- Professionalism
- Good written and verbal Communication skills
- Good time-management
- Technical skills

**Minimum Requirements**
- Matric
- A+ and N+ qualification or similar
- 1 Year Service Desk experience in a similar environment

**Company Benefits (after permanent appointment offered)**:

- Medical Aid (company contributes of R1000 towards Discovery Medical Aid)
- Retirement Annuity (Company contributes 5%)
- Birthday Bonus (Depended on performance and not mandatory)

You may be required to work overtime outside the scheduled shift
- and standby-allocation on management request which will be add-on payments recieved.

**Job Type**: Permanent

**Salary**: R7,000.00 - R8,500.00 per month

**Education**:

- Certificate (required)

**Experience**:

- Technical Call Centre: 2 years (required)