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Service Desk Agent Job Opportunity in Pretoria at Herotel

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The Service Desk Agent provides first- and second-line support to customers, striving to first call resolution and providing basic to advanced troubleshooting on customer-side faults.

Key Responsibility Areas will include, but not be limited to:

  • Offer first and second line support to customers, which includes taking initial call from users.
  • Always strive for first call resolution.
  • Determines if fault is customer-side, or WAN-side.
  • Provides basic to advanced troubleshooting on customer-side faults.
  • Facilitates password changes, usage reports, and general product info.
  • Remote support via Any Desk to customers.
  • Where Helpdesk T1/T2 Agents cannot resolve a ticket, escalate tickets to service Desk team leader or Service Desk Manager.
  • Log tickets for all client queries and escalate as necessary (close tickets if resolved).
  • Addresses basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural ‘how to’ questions).
  • Supplying clients with general information regarding their Wireless/Fibre/PABX service.
  • Accurately screen incoming calls, redirecting calls and taking messages.
  • Check Microsoft Teams / WhatsApp /ticketing platform for any callback requests.
  • Ensure clients are always given feedback in a timely manner.

Work Experience and Competency Requirements:

  • Basic understanding of PC hardware setup and configuration will be advantageous.
  • Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches will be compulsory.
  • PortaOne Experience
  • Voice and PABX Experience
  • Mikrotik Experience
  • Good communication skills (verbal and wrriten).
  • Good time management skills.
  • Problem-solving and resolution.

If you meet the above requirements, please submit your CV with contactable references.

PLEASE NOTE:

  • Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel’s Employment Equity Plan.
  • Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
  • Please refer to our Privacy Policy on our website for further information on how we process personal information.
  • If you do not hear from us within 3 weeks of your application, please deem your application as unsuccessful.
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