Service Desk Agent at Mancosa

Job Description

In the capacity of IT Technician, both scheduled installations and emergency support for customers in this highly visible role are part of the function. Based on the information provided in the support tickets the IT Technician will either accept and resolve the ticket or identify it for escalation to the relevant team for resolution. In addition, the candidate will assist with the sales cycle where required. The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing, and resolving faults at the first point of contact or providing the groundwork for escalating the fault to the designated escalation point to further investigate and resolve.

Main Responsibilities:

TICKET HANDLING RESPONSIBILITIES:

• Review all assigned tickets and ensure the scope of the ticket is clearly understood.
• Request clarification if anything is unclear.
• Correctly logging incidents and faults, categorizing and prioritizing them while ensuring to have a clear understanding of the problem.
• Monitor assigned service board if applicable.
• Ensure all faults are progressed & cleared within SLA – escalating where required.
• Dealing with incoming faults in a professional, courteous manner over the phone and via email.
• Effectively manage customer expectations with timely updates & clear telephonic communication to the clients’ nominated point of contact throughout the support process.
• Important & urgent tickets are classified and categorized correctly and then dealt with accordingly.
• Communicate critical level status to the THUSA Account Management team at regular intervals.
• Accept tickets, where possible, to assist in clearing queues.
• Coordinate all scheduled activities with the Support Centre Co-coordinator.
• If required to be onsite, ensure all hardware, software, and tools that might be required are in place before leaving for a customer site.
• Perform all onsite work in a timely manner and arrange/confirm any schedule changes with the Support Centre Co-coordinator.
• Maintain current, accurate notes of all issue resolution activities within Service Tickets including time logs.
• Verify all necessary information has been captured on the Service tickets prior to processing for billing.
• Verify all necessary information has been captured on the Service tickets prior to closing.

PROACTIVE TASKS:

• Complete routine proactive maintenance where needed.
• Maintain and develop own knowledge and skills to assist with first-time fault resolution.
• Attend designated RMM tool notifications about issues with PCs before the client realizes the problem.

TEAMWORK:

• Collaborate with the team to ensure that tickets are closed timeously, and queues are not unwieldy.
• Attend weekly team meetings with the team and be prepared for queries on tickets.
• Updating the company knowledge base and Documentation as information is gained or where needed.

CUSTOMER RELATIONSHIP MANAGEMENT:

• Promote and represent the THUSA brand and values at all times.
• Respond to clients’ requests as quickly and efficiently as possible.
• Drive the development of strong relationships between THUSA and clients at all times.
• Contribute towards client satisfaction wherever possible.
• Take every opportunity to help colleagues delight clients at all times.
• Assist Sales Team where required and escalate sales opportunities by recommending technical resolution where issues are systemic or chronic.
• Identify areas for improvement and make constructive suggestions for change.
• This job description is not exhaustive and may be subject to change depending on business requirements.
• All works to be completed as set out by Ways of Work provided.

Desired Experience & Qualification

• Grade 12 Senior Certificate
• Current A+ and N+ or equivalent Certification
• 2+ years of industry relevant Experience in email/phone/onsite troubleshooting.
• Excellent English communication skills (both written and verbal)
• A good understanding of PC software and hardware troubleshooting.
• Completion of all stated internal and external training as per the individual Personal Development Plan.

Competencies:

• VMware Experience (Basic)
• Mac Workstation Experience (Intermediate+)
• Microsoft Office Application Support Experience (Expert)
• Internet Connectivity Support Experience (Expert)
• Intermediate Networking Experience
• Experience Administering cloud services
• Windows Server Administration and Support (Certification an advantage)
• Exchange Server Administration and Support (Certification an advantage)
• Minimum 3 years of industry relevant Experience in email/phone/onsite troubleshooting.
• Expert at Hardware replacement and repair
• Broad based knowledge of industry standard software products in support of customer environments.
• The ideal candidate is an accurate, attention to detail, honest, confident yet humble, self-starting, persevering individual who takes initiative and is proud of their work.
• They must have a good understanding and knowledge of IT hardware and software and be a keen problem solver with a passion for technology and continuous learning.
• They must be able to work well both independently and as part of a team.

Requirements:

• Must be a South African citizen or have a valid work permit.
• Must have a Grade 12 certificate
• Recent certifications such as ITIL, MCSA, CCNA, CISP, etc.
• All home-based setups require the following:
•  A quiet and dedicated place for the technician to work, free from any interruptions or distractions.
• Reliable and stable internet with a minimum speed of 10Mbps dedicated to the technician.
• If the technician is engaging with users telephonically, via voice chat, or via video chat fiber-based internet is mandatory.
• A UPS capable of powering the technician’s Home Internet Router and laptop for up to 4 hours that is always connected up and charged.
•  All video and voice calls are to be done using a headset with cameras turned on in the event of a video call. If a technician does/ not or cannot comply with any of these, they are not permitted to work from home and must perform their shifts from the office.

Nice to have:

• Driver’s License
• Own vehicle advantageous

Job Type & Contract Length:

• Permanent with a probation period of three months