Helpdesk Technician (Midrand) needed at Mustek Limited

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Job title : Helpdesk Technician (Midrand)

Job Location : Gauteng, Johannesburg

Deadline : July 13, 2024

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Responsibilities:

Technician Service

  • Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of call received Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.

Customer Satisfaction

  • Maintain the abandoned call rate below 4% (Abandoned call report).
  • Close 100% of customer queries (telephonic & email) within 4 working hours (Helpdesk SLA report).
  • Accurately log all field support and telephone tickets and close within 30 minutes of receiving request (SLA).
  • Generate quotes within 4 hours of receiving.
  • Keep all open Tickets up to date including all Multinational systems.

General

  • Provide general customer support, either telephonic or at the front desk.
  • Always comply with PPE policy.
  • Keep work areas always clean.

Qualification and Experience:

  • Matric
  • CompTIA A+ N+ 
  • Min of 3 years’ helpdesk technical experience 

Skills and Knowledge:

  • Good knowledge of general administrative and internal processes
  • Knowledge of ICT industry
  • Product offering software and hardware technical knowledge
  • Customer Service
  • Basic computer literacy especially in Microsoft applications skills
  • Problem solving skills (analytical)
  • Good communication skills (verbal and written)
  • Technical skills and problem analysis

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • This job has expired!

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