Help Desk Support Specialist

5 days ago


Midrand, Gauteng, South Africa Datacentrix Full time

Datacentrix is a leading IT solutions provider seeking a highly skilled First Line Support Engineer to join our team.

Job Description:
  • We are responsible for capturing customer requests from various inbound sources into our Call Management System.
  • Our goal is to achieve the highest possible First Call Resolution (FCR) rate, exceeding 98% of calls answered within 30 seconds.
Responsibilities:
  1. Capture and log all service requests and incidents received within 15 minutes.
  2. Analyze reported faults and complete detailed diagnostics to resolve problems telephonically or via remote support.
  3. Maintain excellent communication and attentiveness at all times, ensuring effective collaboration between teams.
  4. Document resolutions and fixes for future reference, adhering to all Service Desk and Client specific processes.
  5. Provide professional and efficient communication between the business and the customer, ensuring accurate request capturing and classification.
  6. Adhere to the Call Lifecycle Management Processes and Procedures, maintaining a complete audit trail of all correspondences and actions.


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