Helpdesk Support Agent at Hollard Insurance

Job Advert Summary    
Job Purpose

• To provide first line helpdesk support to internal customers, assisting them with hardware and software problems via phone, Jira service desk and remote access.
• Accurately classify and log every ticket within the required timeframe
• Assist clients telephonically and remotely using our remote support tools
• Logging tickets with our third party Vendors
• Ability to work on the Active Directory front end to create user accounts, resetting passwords and unlocking user accounts
• Liaising with HR representatives for new user take on
• Service Desk Administration adding new users and groups
• Provide excellent customer service and achieve excellent customer satisfaction
• Escalate and direct IT issues to the responsible team or manager
• Providing feedback to clients when required
• Ensure call abandonment rate is within 5% requirement
• Ensuring that all tickets logged are resolved within the stipulated SLA’s
• Ensure quick and timeously telephonic support is given to users
• Provide valuable contributions to IT support team projects
• Promote the Service Desk paperless process to the end user community

Required Knowledge and Experience    
Required Experience

• MS Operating Systems working knowledge Windows7 and Windows 10 beneficial
• MS Office Systems working knowledge, Office 2010, 2013. Office 365 advantageous
• At least 2 years’ experience within an IT Helpdesk Administrator role
• Min 1-year technical support experience.

Required Knowledge and Skills

• Time Management
• Attention to Details
• Teamwork and Interpersonal skills
• Verbal Communication
• Listening Skills
• Good customer services skills

Educational Requirements    

• Matric
• A+

Closing Date: 6th, April 2022