IT Service Desk Consultant - Cape Town, Southern Suburbs at Pam Golding Properties

Key Responsibilities    

CUSTOMER SERVICE

• Receive and take ownership of incoming service requests via telephone and email
• Work with our clients to resolve issues in a quick and friendly manner
• Assist clients through a remote support platform
• Assist clients with basic software installation if necessary and training

USE OF OUR TICKETING SYSTEM

• Use our call logging system to work on and resolve service requests
• Managing and recording all activity on each service request
• Make sure that service requests are followed up on in a timely manner

COMMUNICATION

• Escalate tickets that require Senior IT Help Desk Technician support
• Communicate to the client the status of their service requests every step of the way, notify them of any changes or outages related to their issue

TEAMWORK

• Shift Environment
• Follow Service Desk process and procedures

Key Competencies    

• Problem solver
• Great communications skills, being a good listener
• Passion for Customer Service
• Self-motivated by keeping abreast of new technologies
• Must be able to maintain phone etiquette while delivering support
• The ability and patience to translate technical information to non-technical clients
• Internet Fibre at home with back internet power during load shedding
• Own Transport
• Bilingual

Education & Experience    

• Matric Certified
• At least two years in an IT call center environment
• Experience with Remote software like TeamViewer

Knowledge & Skills Required    

• Understanding of Hardware (eg: Laptops/Desktops and Printers)
• Understanding of Software (eg: Windows, MAC and Office)