Job Purpose:

The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone.

Responsibilities:

Technician Service

• Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of call received Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

Customer Satisfaction

• Maintain the abandoned call rate below 4% (Abandoned call report).
• Close 100% of customer queries (telephonic & email) within 4 working hours (Helpdesk SLA report).
• Accurately log all field support and telephone tickets and close within 30 minutes of receiving request (SLA).
• Generate quotes within 4 hours of receiving.
• Keep all open Tickets up to date including all Multinational systems.

General

• Provide general customer support, either telephonic or at the front desk.
• Always comply with PPE policy.
• Keep work areas always clean.

Qualification and Experience:

• Matric
• CompTIA A+ N+ 
• Min of 3 years’ helpdesk technical experience 

Skills and Knowledge:

• Good knowledge of general administrative and internal processes
• Knowledge of ICT industry
• Product offering software and hardware technical knowledge
• Customer Service
• Basic computer literacy especially in Microsoft applications skills
• Problem solving skills (analytical)
• Good communication skills (verbal and written)
• Technical skills and problem analysis