Junior Helpdesk Technician

Junior Helpdesk TechnicianFind out more

Job Purpose

To assist clients with technical issues on hardware printing products, IT, networking and
software, providing support to avoid field service and technical visits, and increase service
productivity. Being part of the Helpdesk Team, the job holder is the first line remote fix of
service calls logged by clients, and to remotely monitor clients’ devices.

Dimensions

  • Client service delivery and technical support
  • Meet customer service levels in line with customer expectations, agreements (SLA’s)
  • Technical support to clients targeting call avoidance, spare parts prediction resulting in increased service productivity
  • Increased service efficiency through proactive monitoring, reporting and support
  • Performance reporting, measurement, and achievement of targets
  • Development of new process, ideas and innovations

Key Responsibilities

  • Monitoring of all devices within specified accounts
  • 1st Line remote diagnosis of devices and software support
  • Liaising with stock department daily
  • Liaising with Call Control daily
  • Placing orders for toners and consumables
  • Escalating any potential issues to helpdesk Manager
  • Compilation of monthly reports
  • Other ad-hoc tasks as required

Knowledge, Skills and Experience Required

This is a great opportunity to be a part of an exciting business at the forefront of their
sector. To be considered you will ideally have some form of experience within an IT related
position and have exceptional customer service skills.

  • Customer Service experience required
  • Previous Helpdesk experience advantageous
  • Ideally have a working knowledge of networking and software installations
  • A good level of IT knowledge
  • Strong operational and process experience
  • Ability to communicate with all levels with the customer and organisation, both face to
    face and over the phone
  • Strong capability and experience of Service Delivery
  • High level of interpersonal skills

Competency Levels

Core Competencies                                    
Exceptional customer focus and service
Decision Making
Managing Change
Effective Communication
Teamwork & Collaboration
Results focused
Functional Competencies
Willingness to Take Responsibility
Relationship Building
Engagement & Organisational Commitment
Ability to Work Under Pressure
Analytical Thinking

Communications and Working Relationships

Internal
• Communicating with Call Control on a daily basis
• Liaising with Service Control, billing, and stock departments on a daily basis
External
• Customers, to provide and deliver effective service, support levels.
• Proactive, effective technical resolutions with client through effective communications.
• Customers, to offer technical support and assist in problem resolution

To apply for this position, Contact Us and submit your CV!