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**:

- 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, or WAN-side.
- Provides basic to intermediate troubleshooting on customer-side faults.
- Facilitates password changes, usage reports, and general product info.
- Remote support via AnyDesk to customers.
- Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents.
- Log tickets for all client queries and escalate as necessary (close tickets if resolved).
- Addresses basic customer queries (general queries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural ‘how to' questions).
- Supplying clients with general information regarding their Wireless/Fibre service.
- Accurately screen incoming calls, redirecting calls and taking messages.
- Check Microsoft Teams / WhatsApp for any callback requests.
- Ensure clients are always given feedback in a timely manner.
- Assist walk-in clients where applicable.
- Reporting back weekly/daily on data captured per request from Manager.
- Report to Manager on discovered repeat issue cases.
- Analytical.
- Ability to work independently.
- Customer service skills.
- Ability to work quickly and under pressure.
- Problem-solving skills.
- Time management skills.
- Technical aptitude.
- Good Communication skills (written and verbal).
- Previous experience at an ISP will be advantageous.
- Basic understanding of PC hardware setup and configuration will be advantageous.
- 1-year Wireless/Router experience will be advantageous.
- 1-year Call Centre experience will be advantageous.
- Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches will be compulsory.

**Education Requirements**:

- Grade 12 / Senior Certificate.
- N+ & A+ certification.

**_PLEASE NOTE:_**
- ** Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

  • Helpdesk Tier 1

    2 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**: - 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 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. -...

  • Supplier Helpdesk Agent

    5 days ago

    Pretoria, 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 days 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...