Helpdesk Technician

5 days ago

Midrand, Gauteng, South Africa iOCO Full time
About the Team

iOCO is a dynamic technology company that connects people with trusted information and insights to drive responsible use of the world's resources. Our team is passionate about delivering high-quality industrial connectivity solutions and exceptional customer service.

Job Description

We are seeking a highly motivated and skilled Computer System Support Agent to join our Helpdesk team. In this role, you will provide technical support and assistance to customers, resolving their queries and issues efficiently and professionally.

As a member of our Helpdesk team, you will be responsible for managing multiple issues simultaneously, prioritizing tasks effectively to meet SLAs, and providing exceptional customer service. You will work closely with both technical and non-technical stakeholders to ensure seamless communication and collaboration within the team.

Your Key Responsibilities

The successful candidate will be responsible for:

  • Acting as a single point of contact for user base resolution on all IOC-related issues logged at the help desk.
  • Managing multiple issues simultaneously and prioritizing tasks effectively to meet SLAs.
  • Providing fast, friendly, and efficient technical support to customers.
  • Collaborating with technical and non-technical stakeholders to resolve customer queries and issues.
  • Maintaining accurate records of daily data communication transactions, problems, and remedial actions taken.

Your Expertise

To succeed in this role, you will require:

  • A relevant technical qualification or equivalent work experience.
  • Strong knowledge of computer hardware and software.
  • Excellent analytical and problem-solving skills.
  • Familiarity with the ITIL framework (Incident and Request, Change, Event and CMDB Management).
  • Exceptional verbal and written communication skills to engage with both technical and non-technical stakeholders.

Why Choose iOCO?

iOCO offers a stimulating and rewarding work environment that encourages collaboration, innovation, and personal growth. Our organization values bold and courageous leadership, employee development, and community engagement. We strive to create a workplace that is supportive, challenging, and enjoyable for all employees.

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