Job Description
About the Role
The Technical Support Agent plays a vital role in providing first-line customer support and resolving technical issues for our clients. As a Helpdesk Agent, you will be responsible for addressing internet connectivity issues, emails, routers, network-related queries, and VOIP (Voice over IP) issues for our customers.
Key Responsibilities
- Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and Route.
- Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
- Record support requests in the client’s ticketing system.
- Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
- Provide updates at least hourly or daily as necessary.
- Consistently monitor Microsoft Teams and WhatsApp for messages.
Requirements
- Analytical thinking
- Ability to work independently
- Customer service skills and/or great interpersonal skills
- Problem-solving and time management skills
- Technical aptitude
- Good communication skills (written and verbal)
- Basic understanding of PC hardware setup and configuration will be advantageous.
- Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches is required.
Qualifications
- Grade 12 / Senior Certificate
Salary & Benefits
[Salary range or details if mentioned in original] [NO additional information as no formal education requirements were mentioned]
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT Support/Helpdesk Jobs in Western Cape
The IT Support/Helpdesk industry is a vital part of the Western Cape’s job market, particularly in the technology sector. Typically, this field experiences steady growth as organisations seek to improve their technological infrastructure and support services. Commonly, IT professionals are in high demand across various industries.
Generally, salaries for IT Support/Helpdesk roles can vary widely depending on factors such as experience, company size, and industry sector. While broad ranges cannot be provided, it’s clear that entry-level positions often fall within the R200 000 to R300 000 per annum bracket, while senior roles may exceed R500 000. Experience, training, and certifications also play a significant role in determining salary levels.
Common skills required for IT Support/Helpdesk roles include technical expertise in operating systems, software applications, hardware, and networking fundamentals. Additionally, strong communication and problem-solving skills are often essential for effective support services. Many employers place great emphasis on the ability to work collaboratively as part of a team. Other relevant skills may include cloud computing, data analytics, cybersecurity, or digital literacy.
The technology industry is a significant sector that commonly employs IT Support/Helpdesk professionals, followed by financial services, manufacturing, and healthcare. These sectors require reliable technological systems to operate efficiently, making them attractive employers for this type of role.
Career development opportunities abound in the IT Support/Helpdesk field. Typically, experienced professionals may seek specialisations such as technical support manager, service desk coordinator, or technical analyst. Some may choose to pursue advanced qualifications, such as a Postgraduate Diploma in Information Technology, to enhance their skills and advance their careers. Others may transition into related roles, such as IT project management or business analysis. Overall, the career prospects for IT Support/Helpdesk professionals are promising, with opportunities for growth and advancement available across various sectors.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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