• November 2, 2020 3:00 am
  • Midrand, Gauteng

Duties and Responsibilities:

  • Provides helpdesk support service.
  • Investigates hardware and software issue telephonically them for clients.
  • Analysing and solving problems.
  • Ensuring customer satisfaction.
  • Provide input for more pro-active support (i.e. creating procedures for repetitive problems).
  • Log all calls received on the helpdesk.
  • Update tickets with progress of solution / investigation on regular basis
  • Escalate old and unsolved calls within the department.
  • Update each ticket with a root cause detail.
  • Ensure that call category is appropriate to the call description.
  • Ensuring that the ticket is resolved even after escalating to the developer.
  • All relevant information must be supplied when calls are escalated to 3rd level
  • Detailed resolution to be provided on log.
  • Provide quality support on incidents and escalations.
  • Basic troubleshooting abilities in a Windows/POS environment.
  • Analysing and interpreting the requests from customer and calls.
  • Ensure the quick resolution of faults for the user and/or keep client updated on the progress in relation to the resolution of the fault.
  • Addressing issues logged by Clients.
  • Tracking and updating logged requests.
  • Service Desk / Server / Desktop Support.
  • Troubleshoot Hardware and Software issues around Microsoft technologies.

·         Grade 12
·         CompTIA A+ and CompTIA N+


  • Job Type : Full Time
  • Industry : IT / Telecom
  • Educational Specialization : Information Technology

4 Reviews

Rated 5.00 out of 5 based on 4 customer ratings
  • IT Help desk agent

    Anele / November 2, 2020 @11:25 am
    Rated 5 out of 5

    IT Technician

  • Helpdesk agent

    Siphiwo / November 3, 2020 @12:12 am
    Rated 5 out of 5

    • Logging incident and request calls on ServiceNow.
    • Providing first line support for systems and mobile devices and ensure quick resolution.
    • Monitor and follow incident and request management process to ensure all reported cases and inquiries are recorded properly and escalated accordingly.
    • Perform escalation where necessary to the appropriate team based following the guidelines and procedures to ensure reported calls are being handled swiftly.
    • I take ownership of the incidents and service requests by monitoring the status to ensure they don’t breach the service level agreement.
    • Liaising with 3rd party vendors by logging calls for broken printers, laptop and desktops
    • Provide end User Support telephonically, remotely and in person
    • Provide training to the users on both laptops & mobile devices
    • Re-designing the business SOP for application used both on computers & mobile devices

  • Mr

    Hermanus / November 5, 2020 @6:11 am
    Rated 5 out of 5

    Referrence available on request.

  • Junior Field Service Engineer/System support

    Aubrey / November 17, 2020 @7:00 am
    Rated 5 out of 5

    • Installing and configuring computer hardware, software, systems, network printers and scanners.
    • Installing and configuring Bas, Persal,Microsoft Teams, Dots, Sa Samms etc.
    • Monitoring and maintaining computer systems and networks.
    • Ensure the connectivity and internet connection are working.
    • To support user remotely and onsite as directed
    • Setting up accounts to new user.
    • Repairing and replacing equipment’s as necessary.
    • Monitoring and maintaining computer systems and networks.
    • Ensure that all incidents/ requests are resolved
    • Provide telephonic and remote support to users
    • Ensure that all clients are kept up to date regarding their incidents and requests.
    • Troubleshooting networks, systems and application to identify and correct malfunction and other
    operational applications.
    • Installing and Configuring Microsoft 2010,2016,365

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