It Helpdesk
Cape Town, Western Cape
5d ago
source : findojobs-za

Key Roles and Responsibilities : Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processesUses MS product and process knowledge along with discretion to respond to ticketsProvide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.

Build knowledge articles, or flag the need for such content, when relevant articles are not availableProvide timely updates to clients, when requested, on any pending requests or tickets.

Work closely with resolver groups, and other functions, to ensure timely updates are sent to the clientProduce breach and aging reports for tickets opened by the service deskIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementKnowledge, Skills, and Attributes : Ability to work under guidanceAmbitious self-starterAbility to use sound judgment to escalate an issue to a higher levelMethodical in approach to ticket resolutionDemonstrates ability to interact with a variety of stakeholdersDemonstrates required integrity to ensure excellent client service and retentionDemonstrates the attributes of professionalsExcellent attention to detail and client focussedStrong and effective verbal and written communication skillsAbility to work in 24X7 shift structure, based on a defined rosterAcademic Qualifications and Certifications : General Qualification in Technology (Technical Diploma) or equivalentIndia specific A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalentRequired Experience : A moderate number of years work experienceDemonstrable related work experience in the Technology Industry and Call Centre environment is preferredWhat will make you a good fit for the role?

Good English communication verbal and written follow standard Incident Management procedures Prepare and Review Broadcast Priority Notifications Coordinate and communicate between users and support during incident Identify and escalate situations requiring urgent attention Track and route problem and requests and document resolutions Prepare incident Sequence of Event report Stay current with system information, changes and updates Respond to request for technical assistance in person, via phone, electronically Research question using available information resources Advice user on appropriate action Follow standard help desk procedures Redirect problem to appropriate resources Identify and escalate situations requiring urgent attention Track and route problem and requests and document resolutions Prepare activity reports

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