Support Desk Technician

5 days ago

Sandton, South Africa Tych Business Solutions Full time

**SUPPORT DESK TECHNICIAN**

As a Support Desk Technician, you will be responsible for supporting end-users on various IT related issues. You’ll provide remote support to users across the country to ensure that our clients are kept up to date with new releases and security patches. You’ll also work closely with the Product Management team and design teams, helping them deliver software solutions that solve complex business problems.

**Requirements**:

- Manages all incoming service requests by establishing an effective working relationship with customers
- Administers a call queue to dispatch inbound service calls or escalate any tickets to the appropriate level of support
- Maintains accurate information about customer records for billing purposes
- Provides hands-on technical assistance when necessary
- Reviews and updates documentation to ensure all necessary processes are followed for the services provided to customers
- Proactively resolves customer issues, such as trouble ticket creation, service requests, and problem resolution
- Maintains logs of all data related
- Provides first tier support to end users, and may provide high level troubleshooting, installation or configuration of PCs or servers
- Provides support to end users who have problems with the computer systems, including maintaining correct configurations, completing backup and recovery processes, and tracking software and hardware needs and recommendations

**Qualifications**:

- A+ and N+, or Diploma in IT
- At least 3years’ experience in an IT performance analysis and end-user support role
- In-depth and current knowledge of computer programs and hardware
- Proficiency in customer relationship management (CRM) and task management software
- Exceptional analytical and problem-solving skills
- Advanced collaboration, communication, and interpersonal skills
- Excellent organizational and time management skills

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