• 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