Junior First Line Support Helpdesk Operator

2 weeks ago


Century City, South Africa West Coast Personnel Full time

Published
- February 7, 2024
- Location
- Century City, South Africa
- Category
- Business
- Job Type
- Full-time
- Salary Type
- Monthly Salary
- Salary
- R10 000 - R12 000 Per Month

**Description**:
Junior First Line Support Helpdesk Operator - Century City - R10 000 - R12 000 Per Month

(Full training will be provided.)

Main Purpose of the Job:
To provide efficient technical support to customers. Your duties will include but are not limited to as stipulated below.

Requirements & Experience:
Technical Background

**Job Description**:
Provide technical support and troubleshooting for hardware and software-related issues.

Diagnosing and resolving technical issues for end users.

Escalating complex problems to 2nd line support and Technical Manager.

Service Calls: Logging service calls for all SLA (Service Level Agreement) customers. Ensure accurate and detailed information is recorded for each service request.

Managing and Scheduling Printer Engineers' Calendars: Coordinate and schedule the calendars of printer engineers to ensure efficient allocation of resources and timely response to service calls.

Documenting support interactions and resolutions in a helpdesk system.

Installation Planning: Assist in the planning, implementation, and scheduling of printer installations. Coordinate with customers and internal teams to ensure smooth execution of installation projects.

Job Card Management: Follow up on job cards assigned to engineers, ensuring timely completion and closure of service tickets. Update open tickets and order parts as required. Keep SLA customers informed of the progress and resolution of their service requests.

Warranty Claims: Order and debrief of claims for parts under warranty for Lexmark and HP devices. Ensure proper documentation and submission of claims to the respective manufacturers are uploaded and closed off.

Hardware & Parts Stock Management: Manage the inventory of parts and hardware, ensuring adequate stock levels and accurate record-keeping.

Assist with Printanista accounts not reporting

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