Technician: Helpdesk

CompanyMustek Limited
Reference #Technician: Helpdesk
Published16/05/2019
Contract TypePermanent
SalaryMarket Related
LocationMidrand, Gauteng, South Africa

IntroductionThe Technician is responsible for assisting clients with first line support, logging of field support tickets, ordering parts for multinational repairs, returning parts and quoting for onsite repairs.

Job FunctionsCall Centre,Technical

IndustriesDistribution, Warehousing & Freight,ICT – Information & Communications Technology

Specification

  • Excellent communications skills and customer care
  • Attention to detail
  • Good problem-solving skills
  • Maintain the abandoned call rate below 8%
  • Close 100% of all customer queries
  • Accurately log all field support tickets
  • Generate quotes
  • Respond to requests for technical assistance in person, via phone, electronically
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • Redirect problems to correct resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Close all multinational tickets

Requirements

  • Grade 12
  • CompTIA A+ (N+ will be an advantage)
  • Qualifications on multinational products will be of an advantage
  • 3 years technical repairs experience
  • 2 year technical helpdesk experience

Job Closing Date21/05/2019

Mustek Limited – Midrand, GautengPermanent

Apply On Company Site

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