Autodesk Help Desk Specialist at Baker Baynes (PTY) Ltd

The Role

• A position exists at Baker Baynes, a leading Autodesk Gold Partner, for a dynamic Help Desk Specialist.

The dynamic Help Desk Specialist should have the following experience and qualifications:

• BS Degree in Information Technology, Computer Science or equivalent required
• This position will suit someone who has recently graduated looking to enter the Design & Engineering industry
• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Have a basic Knowledge of Autodesk/CAD Software
• CRM Knowledge & Experience (specifically Salesforce.com) advantageous

The ideal candidate will have the following Responsibilities:

• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through a problem-solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilise excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services

Attributes

• Personable, presentable and articulate
• Strong administration skills
• Keen interest in solving problems
• Computer proficient in Microsoft Office, 
• Proficient in Salesforce CRM system would be an advantage
• Excellent telephonic communication & administration skills