Job description:
In this role, you would be responsible for 1st line technical support to Head Office and Store Users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills.
KEY PERFORMANCE AREAS WILL BE:
· Providing first line systems support to head office and stores users
· Liaison with head office and store staff, colleagues and vendors
· Accurate call logging and routing
· Ownership of calls - follow-up on calls and feedback to users
· Ensuring that calls are resolved in accordance with the requirements of the relevant SLA
· Log incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions accordingly
- Records incidents cataloguing them by symptom and resolution
· Acts under guidance to record and track reliability data for your services
· Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate teams
· Maintains records, informs users about the process, and advises relevant persons of actions taken.
· Escalates complex or unresolved incidents.
REQUIREMENTS:
· Must have a recognized 3-year IT qualification or Matric with MCSE (certification is highly desirable)
· At least two years IT service desk experience (preferably in a retail environment)
· Excellent verbal and written communication skills in English and proficiency in a second language
· Must be able to work flexible hours (weekends as well to cover trading hours)
· Able to work under pressure
· Team player
· Good planning and time management skills
· Customer service orientated
Job Types: Full-time, Temporary
Contract length: 4 months
Application Question(s):
- Are you aware this is a 4 month contract?
- What is your current and expected salary?
- Are you permanently employed/contract or unemployed?
- What is your notice period?
Work Location: In person
