Columbus Consulting (Pty) Ltd Service Desk Support Agent

By | April 30, 2021

Columbus Consulting (Pty) Ltd Service Desk Support Agent

Columbus Consulting (Pty) Ltd

Service Desk Support Agent

  • Fixed Term
  • Part time
  • 84000.00 – 96000.00
  • Non EE/AA
  • Published: 

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