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.

Qualifications:
·         Grade 12
·         CompTIA A+ and CompTIA N+