The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone.
Responsibilities
Technician Service
- Accurately allocate on site tickets to the 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 and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution 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 4% (Abandoned call report).
- Close 100% of customer queries (telephonic & email) within 4 working hours (Helpdesk SLA report).
- Accurately log all field support and telephone tickets and close within 30 minutes of receiving request (SLA).
- Generate quotes within 4 hours of receiving.
- Keep all open Tickets up to date including all Multinational systems.
- Provide general customer support, either telephonic or at the front desk.
- Always comply with PPE policy.
- Keep work areas always clean.
- Matric
- CompTIA A+ N+
- Min of 3 years helpdesk technical experience
- Good knowledge of general administrative and internal processes
- Knowledge of ICT industry
- Product offering software and hardware technical knowledge
- Customer Service
- Basic computer literacy especially in Microsoft applications skills
- Problem solving skills (analytical)
- Good communication skills (verbal and written)
- Technical skills and problem analysis
