Main Duties and Responsibilities

• Working within an IT Support Service Desk environment
• Answering all inbound calls via the contact centre
• Provide 1st-line telephonic IT support to global users
• Monitoring of the inbound ticket queue and assisting or allocating to appropriate resources within the team
• Responding appropriately and dealing with incidents; service requests; queries and complaints in an effective manner (i.e. punctual; polite and with empathy)
• Taking ownership of incidents and service requests assigned to you; responding to these within SLA and managing to resolution
• Contribute fully as an active team member and ensure team objectives are achieved
• Work rotational shifts between 7am and 10pm (SA time) *8hour shifts with a 1hour lunch

Requirements

• Cape Town based candidates only
• Based first 3 months onsite, thereafter moving to flexi working model
• Well spoken (as role will require 99% telephonic support with users from global offices)
• No previous working experience required
• Matric certification
• IT based qualification or certification
• Able to learn quickly and in a fast-paced environment
• Good internet service at home
• Have a quiet home/work setup (to be able to provide support without interference or background noise)
• Highly motivated with a passion for technology and customer service

A highly trustworthy individual