Technical Support Service Agent
PNet (Pty) Ltd
Kempton Park (Gauteng Province)
8d ago

Technical Support Service Agent

Job Functions :

Receive call from IT Service Support Desk and Determine root cause of the reported issue. Update service tickets with progress.

Evaluate the severity of the call and report any changes. Maintain an ongoing record of the time undertaken to provide the service. Non-referral :

  • Advise IT Service Support Desk to engage with the End User and keep them informed.
  • Resolve call at an appropriate level of quality relative to the severity of the call.
  • Referral required :

  • Assign the call to the relevant Expert Technical Service Support Team to resolve.
  • Inform the Service Support Desk to maintain progress communication with End User.
  • Monitor progress on the resolution according to the relative severity of the call.
  • Receive approved request for new service. Analyse and obtain additional information from IT Technical Support Desk. Prioritise, formulate and execute an appropriate action to be undertaken.

    Provide ongoing feedback to the Service Support Desk.

    Job Requirements :

    Grade 12 / A+ 1 to 2 years relevant experience in information technology. Pleasant personality. Good communication skills and focus on customer service. Salary : Market Related

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