Columbus Consulting (Pty) Ltd Service Desk Support Agent
Columbus Consulting (Pty) Ltd
Service Desk Support Agent
Service Desk Support Agent
Description
Our client, based in Cape Town, is looking for a Service Desk Agent to strengthen their team, with the aim to maintain and improve customer satisfaction levels.
| Duties and Responsibilities |
| Assist customers with 1st line support on various technologies with the aim to resolve as many incidents as possible. |
| Handle incoming calls and emails from customers in a professional and timely manner, ensuring each incident is logged and acted upon. |
| Monitor and distribute incident calls when first contact resolution could not be reached. |
| Contact 3rd party suppliers to log support calls, get updates on open support calls, etc. |
| Keep the customers updated on the progress of their incident (make them aware of what action has been or will be taken to resolve their issues). |
| Escalating calls to the relevant people where required. |
| Liaison with internal departments, vendors and suppliers where required. |
| Ad-hoc duties as required. |
| Experience: |
| Matric/Grade 12 essential |
| Possess a formal IT qualification (A+, N+, MCP, Diploma/Degree in IT, etc). |
| At least one year’s experience in an IT Service Desk or Helpdesk role. |
| Broad understanding of IT infrastructure, including networks, servers and peripheral equipment. |
| Skills and Attributes: |
| The ability to communicate both verbally and electronically in a clear, professional manner to people of varying technical levels. |
| Good PC skills, MS Office packages. |
| A team player, able to work with minimum supervision and be self-motivated. |
| A good listener. |
| Client focussed and with customer care/service mindset. |
Location
Columbus Consulting (Pty) Ltd
7000, South Africa
7000, South Africa