French Speaking – Technical Service Desk Agent L1 – Sa
Posted on 2025-03-16
| Employer | Excis Compliance ltd |
|---|---|
| Salary | 17000 |
| Category | It Computer |
| Location | Western Cape / Cape Town |
Job Summary
- Customer Support
- Respond to incoming service desk tickets, emails, and calls promptly and professionally.
- Provide first-line support for hardware, software, and application-related issues.
- Assist users with account access, password resets, and basic troubleshooting tasks.
- Troubleshooting and Issue Resolution
- Diagnosing and resolve Level 1 technical issues, including desktop, application, and peripheral device support.
- Utilize remote desktop tools to troubleshoot and resolve user problems.
- Document troubleshooting steps and solutions in the ticketing system.
- Escalation Management
- Escalate unresolved or complex issues to Tier 2/3 support teams, providing detailed documentation of troubleshooting efforts.
- Follow up with users to ensure resolution and satisfaction.
- Documentation and Reporting
- Maintain accurate records of incidents, service requests, and resolutions in the service desk system.
- Contribute to the creation and maintenance of a knowledge base by documenting common issues and solutions.
- Collaboration and Communication
- Communicate effectively with team members, end-users, and other IT departments to ensure timely resolution of issues.
- Participate in team meetings and contribute ideas to improve support processes and service delivery.
Requirements
- Education: High school diploma or equivalent (required); associate degree or technical certification in IT or related field (preferred). A+ is a must
- Experience:
- Previous experience in a help desk or IT support role (preferred).
- Familiarity with Windows OS, Office 365, and basic networking concepts.
- Skills:
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication abilities.
- Customer-focused with a friendly and approachable demeanor.
- Ability to prioritize and manage multiple tasks effectively.
- Technical Proficiency
- Knowledge of ticketing systems (e.g., Freshdesk).
- Basic understanding of Active Directory and Azur user account management, and remote support tools.
- Familiarity with common business applications, including Microsoft Office Suite.
- Inhouse applications AMOS, Priority
French Speaking – Technical Service Desk Agent L1 – Sa position available in Western Cape, Cape Town. This job position was posted by Excis Compliance ltd. The job has been posted as a premium ad on 2025-03-16 at 15:03:08 in the It Computer category
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