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.