Helpdesk Consultant

**ROLE AND RESPONSIBILITIES**

The Helpdesk Consultant provides support and technical assistance to customers who are using software, hardware or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. They have the capability to solve customer issues telephonically and communicate effectively at all times.

Specific duties include but not limited to;
- Following up with customers to ensure full resolution of issues,
- Logging and updating of all calls for technicians,
- Running reports to analyze common complaints and problems,
- Providing technical assistance for questions and problems.

**Responsibilities**:

- Functioning as first point of contact for customer call logging.
- Maintaining a high level of professionalism and perform other duties as directed or assigned by the Helpdesk Team Leader and/or Technical Manager.
- Ensuring all walk in customer are dealt with immediately and efficiently.
- Ensuring that all communication with our suppliers and customers are of utmost professionalism.
- Ensuring that all issues on hardware/software has been logged in the system and a Technician has been assigned as per customer SLA. As call is being resolved status to be updated sufficiently.
- Daily checking on system for accuracy, correct call statuses, completed calls and escalating issues.
- Analyzing call logs so common trends and underlying problems can be identified.
- Investigate and respond to technicians queries on site.
- To provide constant feedback to clients on unresolved queries.

**Requirements**:

- Proven work experience as helpdesk consultant or similar role
- Knowledge of printers and/or scanners within our industry.
- Understanding of software management will be an advantage.
- Ability to Manage Time and Workload Effectively
- Excellent communication skills
- Excellent customer relationship skills.
- Outstanding organizational skills
- Qualified in Technical and/or IT support, or related field.
- A+ & N+ certified.
- The ability to adapt and drive change within the parameters of the department.
- Strong Attention to Detail.
- Ability to Engage and Motivate Others.
- Drive to Achieve Results.
- Computer Literacy i.e. BPO & MS Office.
- Ability to work independently with mínimal direction.
- Sound judgement to identify and report problems to Team Leader and/or Technical manager and contribute to resolving them.
- Ability to train other technicians and/or learners within the company.
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.

**Salary**: R8,500.00 - R10,000.00 per month

**Experience**:

- BPO System: 2 years (required)
- Customer Service: 3 years (required)
- Managing of Technicians: 2 years (required)