REQUIREMENTS : Grade 12 or equivalent qualification. Skills and Competencies : Good communication, interpersonal and listening skills.
Telephone etiquette. Computer literacy (MS Windows and MS Office). Ability to work under pressure and to solve problems.
Accuracy and attention to detail. DUTIES : Maintain high levels of professionalism and maintain a helpful attitude. Responsible for Manning the IT helpdesk and accurately log all service desk tickets accurately in the service desk software application.
Unlock accounts and Resets Passwords. Answer IT helpdesk telephone calls and emails and correctly / accurately allocate to the correct IT technician / team for resolution Monitor logged service requests with specific reference to high priority calls.
Become familiar with helpdesk policies and service level agreements. Assist in follow up of calls that are out of SLA