Cape Town City Centre: Service Desk Agent

REQUIRED LEARNING Grade 12 Computer Literate – Microsoft – Outlook/Word/Excel (Essential) A would be advantageous. N would be advantageous. MCSE 5 years’ Service Desk/Helpdesk experience would be advantageous. General knowledge of desktop hardware and software KEY JOB OUTPUTS Manage the business relationship with the client to ensure mutual trust & open communication Takes service calls and performs incident specific activities Performs preventative maintenance activities on certain products as directed Perform hardware and software installations Takes routine service calls and performs basic maintenance and support. Responsible for troubleshooting, installing, maintaining and hardware break-fix Provides technical support to customer in solving technical problems that occur during the installation Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware Maintain SLA requirements (both internal and external) Work independently without supervision CORE COMPETENCIES Excellent written and verbal Skills Positive attitude and ethical Excellent organisation skills Excellent analytical and problem-solving skills An ability to work to tight deadlines and within constraints Understanding of the billing / payment cycle Ability to multi- task Good Listening skills Team player Ability to perform under pressure Able to work independently and be self-disciplined APPLICATIONS/ENQUIRIES Email your CV and motivational letter