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Midrand: Helpdesk / Technical Support

Midrand: Helpdesk / Technical Support

Posted on 2025-05-06 00:00:00

Employer Unspecified
Category IT / Computing / Software
Location North Johannesburg  / Midrand

Job Summary

Duties and responsibilities: Manage inbound technical calls: Attend to all incoming technical calls on the the company technical help-desk within agreed service levels. Remotely investigate/troubleshoot system and network problems and diagnosing and solving hardware or software faults clients might have. Taking clients/field technicians through a series of actions telephonically, to help set up systems or resolve faults and issues. Accurately capture and update all client interactions in as much detail on applicable systems for future use and also for trend analysis use. Escalate priority issues and logging unresolved queries correctly to the appropriate resource for attention. Identify persistent and potential faults and suggest solutions. Offer alternative solutions where appropriate, keeping in mind the objective of resolving client issues. Work collaboratively with other members of the technical help-desk, scheduling, project management, regional managers and infrastructure architects to develop and deliver long-term solutions to meet user needs Establishing a good working relationship with customers and other service providers to ensure clients issue gets resolved. Increase 1st level or remote fixes at all times. Manage outbound calls: Making outbound calls to priority 1 clients with offline venues/devices identified by the network offline list. Making outbound calls to specific clients as requested by network directors, regional managers and other senior management staff. Provide high service and quality standards to calls made outbound that applies to inbound calls. Provide feedback to relevant parties on conclusion of outbound calls to networks Network Management: Manage, monitor and maintain assigned network venues. Establish contact with venues needing technical assistance that forms part of your assigned networks. Provide prompt initial communication and responses to all assigned networks and promptly address requests/incidents to ensure customer expectations are reached. Provide customer with regular communication regarding status of requests/installations including notification when repairs are complete, as well as customer validation that the repair is satisfactorily completed. Follow up with customers to ensure satisfaction was achieved. Ensure all networks checks are done timeously to ensure no unnecessary downtime is experienced by the client. Partner with other IT service providers the client might have to ensure resolution is reached. Manage Engine System Administrator: Manage, monitor and maintain Manage Engine reporting system. Setting up new users’ accounts and profiles and dealing with password issues Provide relevant system reports on request. Support documentation to assist staff with system usage and requests for information and to provide staff training if required. Testing and evaluating new requirements for the system. Advise and assists the Head or Services, Media Services manager and Network Director in the day-to-day operation of the system as well as, participating in the planning, growth and development for the system. Communicate with system service provider to ensure system use is optimal and to learn new ways to customize system to address internal company needs. Adhoc: Adhoc duties as requested by Head of Department or CEO. Cost Estimate & Finance: Will be required to create quotes and send to client for approval and maintain 100% accuracy Requirements: Matric 2 years experience in Information Technology Industry Training in networking and relevant Information Technology qualification Drivers Licence Verbal and written communication skills Background and experience in related field Able to adapt to operational changes Good Time management skills Customer service orientated Ability to solve problems Able to use initiative IT and Installation knowledge and experience

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