South Africa

Technician: Helpdesk

Company Mustek Limited
Reference # Technician: Helpdesk
Published 08/11/2019
Contract Type Permanent
Salary Market Related
Location Midrand, Gauteng, South Africa
The Helpdesk Technician is primarily responsible for providing technical support and advise to customers (Internal and External) via the telephone.
Job Functions Information Technology
Industries ICT - Information & Communications Technology
•Accurately allocate on site tickets to relevant technician/branch/contractor within 30 minutes of call received.
•Serve as the first point of contact for customers seeking technical assistance over the phone or email.
•Perform remote troubleshooting through diagnostic techniques and pertinent questions.
•Determine the best solution based on the issue details provided by customers.
•Walk the customers through the problem-solving process.
•Direct unresolved to the next level of support personnel.
•Provide accurate information on IT products or services.
•Record events and problems and their solutions in logs.
•Follow-up and update customer status and information.
•Pass on any feedback or suggestions by customers to the appropriate internal team.
•Maintain the abandoned call rate below 8%
•Close 100% of customer queries within 4 working hours
•Accurately log all field support and telephone tickets and close them within 30 minutes of receiving request.
•Generate quotes after receiving them.
•Keep all open tickets up-to-date including all multinational systems
•Close all multinational cases within 8 business hours from resolution
Qualifications and Experience:
CompTIA A+ and N+ (Preferred)
Minimum of 3 years Helpdesk (Technical) experience

Skills and Knowledge:
•Excellent communications skills and customer care
•Attention to detail
•Good problem-solving skills
•Technical skills and problem analysis
•Basic computer literacy (MS Office)
•Good knowledge of general administrative and internal process
•Knowledge of ICT industry
•Product offering software and hardware technical knowledge
•Customer Service
Job Closing Date 12/11/2019
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