We are intently focused on the advances in technology that will best serve the core business requirements of our clients. Our objective is to enable medium to large enterprises to offer future focused services and end-to-end technology driven solutions in Africa, and beyond.
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We are looking for Helpdesk Technician for our client that provides exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms. Ensure that the identification, logging, allocation, resolution of password reset and account lockout related incidents and requests, and correct allocation of tickets that affect the quality of service to the customers is carried out timeously and effectively and to the satisfaction of the client.
Key responsibilities:
Ensure that each incident/request is immediately logged.
Ensure that all the incidents / requests are responded to within required SLA
Ensure calls are recorded in the Remedy system, accurately documented and categorised
Ensure that contracted customer Service Level Agreements are met
To ensure all unassigned calls are timeously assigned to the relative person or correct team
Provide first line support where possible. (Reset passwords and account unlocks)
Assign to the appropriate person, department, or vendor for resolution if not able to resolve on a first contact
Adhering to company processes and procedures
Respond to all phone calls and emails received
Keep customer informed of the status of tickets assigned to the Service Desk
Provide feedback to customer when following up on tickets assigned to the various support teams
Always maintain a professional Service Desk image
Work effectively as part of a team and seek to support the team’s goals
Continuous broadening own technical, functional, and industry skill base
Engaging in formal and informal knowledge transfer
Performing related work as required
Building good relationships with customers
Keep all relevant staff informed of any perceived trends, positive or negative, in the phone calls and emails being received
Update Team Leader or Service Desk Manager immediately of any unresolved issues, escalations, and general issues to avert crises
Be able to diagnose hardware and software related issues
Ensuring that response times are kept within the parameters set in the SLA
Perform administration duties and ensure documentation is updated and completed on time
Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance
Qualifications, Skills and Experience:
CompTIA A+
CompTIA N+ (advantageous)
ITIL Foundation Certification
1-2 Years IT Service Desk Operations/ Call Centre Experience
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Yahoomail