Technician: Helpdesk

**Purpose**:
The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone.

**Responsibilities**:

- Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of call received.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.

**Qualification and Experience**:

- Grade 12
- CompTIA A+ (N+ will be an advantage)
- Qualifications on multinational products will be of an advantage
- 3 years technical repairs and helpdesk experience

**Skills and Knowledge**:

- Good knowledge of general administrative and internal processes
- Knowledge of ICT industry
- Product offering software and hardware technical knowledge
- Customer Service
- Problem solving skills (analytical)
- Good communication skills (verbal and written)
- Technical skills and problem analysis