• Prioritising and categorizing inquiries
  
• Respond to customer support requests by following the agreed procedures and/or using available information resources and advising user
   on appropriate action
  
• Analysis and prioritization of Incidents/Service Requests in alignment with the user/customer SLA
  
• Dispatch Incidents/Service Request to the 3rd parties support teams and follow them up on behalf of the affected user
  
• As part of a global support team, ensuring compliance to the Information Security guidelines and regulations
  
• Ticket Management: Handle an average of 15-20 tickets per day (potentially more on busy days), efficiently managing multiple requests simultaneously.
  

• Troubleshooting & Resolution: Conduct initial troubleshooting steps for a wide range of technical issues, including hardware, software, and network problems, working towards resolution or escalating when necessary.
  
• Issue Identification & Escalation: Identify common issues and resolve them quickly, escalating more complex cases to Level 2 or Senior Engineers when appropriate.
  
• SLA Management: Adhere to service level agreements (SLAs), ensuring that ticket resolution times meet the expected standards, typically within a 10-15 minute response time for basic issues and within set SLAs for more complex cases.
  
• Customer Communication: Communicate effectively with end users, providing regular updates on the status of their issues and ensuring customer satisfaction throughout the resolution process.
  
• Multi-tasking & Time Management: Balance and prioritize multiple tickets, ensuring that urgent issues are addressed in a timely manner without compromising the quality of service for less critical requests.
  
• System Administration: Perform basic system administration tasks such as account management, user setup, and minor configurations.
  
• Knowledge Sharing & Collaboration: Collaborate with other team members to share knowledge, learn from more experienced engineers, and help improve the overall support process.
  

Requirements

Requirements

• Fluent English and Spanish language skills are mandatory, spoken and written
  
• Good knowledge of PC hardware and software
  
• Windows OS (7 and above), Windows advanced troubleshooting
  
• MS Office and O365 administration and support for businesses
  
• Active Directory knowledge or experience
  
• 2 years of experience working in a similar service desk role is desirable
  
• Enthusiasm for continuous learning and interest in the latest technologies
  

Benefits

1St Line Support (Shift Work) position available in Western Cape, Cape Town. This job position was posted by Talent Shore PTY Ltd. The job has been posted as a premium ad on 2025-03-29 at 15:09:56 in the It Computer category