Posted on :
8 Mar, 2023
8 Mar, 2023
A company in Potchefstroom is looking for an IT Helpdesk Agent to join their team.
Job Title: IT Helpdesk Agent
Duties & Responsibilities:
The Helpdesk Agent assists clients via telephone, WhatsApp and e-mail with internet connectivity issues (WAN side and customer side) as well as provide support for e-mails, routers and network related queries on Mikrotik, Cambium and Ubiquiti hardware.
Your Key Responsibility Areas:
Offer first 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 intermediate troubleshooting on customer-side faults.
Facilitates password changes, usage reports, and general product info.
Remote support via AnyDesk to customers.
Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents.
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, website navigation assistance, basic troubleshooting, basic procedural ‘how to’ questions).
Supplying clients with general information regarding their Wireless/Fibre service.
Accurately screen incoming calls, redirecting calls and taking messages.
Check Microsoft Teams / WhatsApp for any callback requests.
Ensure clients are always given feedback in a timely manner.
Assist walk-in clients where applicable.
Reporting back weekly/daily on data captured per request from Manager.
Report to Manager on discovered repeat issue cases.
Desired Experience & Qualification:
Have the ability to work independently.
Have Customer service skills and/or great Interpersonal skills.
Problem-solving and Time management skills.
Have technical aptitude.
Good Communication skills (written and verbal).
Have a basic understanding of PC hardware setup and configuration will be advantageous.
Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches is required.
Grade 12 required.
N+ & A+ certification