1st Line Support Agent (4 Month FTC) at Datacentrix

Duties  

• First point of contact for IT related issues and queries
• Provide telephonic, remote and on-site support to users
• Analyse, diagnose, troubleshoot and resolve software and hardware issues
• Record, classify, update and resolve incidents and requests within the SLA timescales and processes
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Escalate unresolved calls
• Maintain a high level of service excellence

Requirements

• Matric & related IT degree/equivalent qualification
• 2 – 5 years’ experience in a Service Desk/End User Support/Desktop Support environment
• Excellent written and verbal communication skills
• Office based (not remote)
• Availability and commitment for a 4 month fixed term period