Service Desk Agent

Applications are invited for the Service Desk Agent position to be based in Pretoria.

About the role:
The Service Desk Agent provides first- and second-line support to customers, striving for first call resolution and providing basic to advanced troubleshooting on customer-side faults.

Key Responsibility Areas will include, but not be limited to:

1. Offer first and second line support to customers, which includes taking initial calls from users.
2. Always strive for first call resolution.
3. Determine if the fault is customer-side or WAN-side.
4. Provide basic to advanced troubleshooting on customer-side faults.
5. Facilitate password changes, usage reports, and general product information.
6. Provide remote support via Any Desk to customers.
7. Where Helpdesk T1/T2 Agents cannot resolve a ticket, escalate tickets to the Service Desk team leader or Service Desk Manager.
8. Log tickets for all client queries and escalate as necessary (close tickets if resolved).
9. Address basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural ‘how to’ questions).
10. Supply clients with general information regarding their Wireless/Fibre/PABX service.
11. Accurately screen incoming calls, redirecting calls and taking messages.
12. Check Microsoft Teams / WhatsApp / ticketing platform for any callback requests.
13. Ensure clients are always given feedback in a timely manner.

Work Experience and Competency Requirements:

1. Basic understanding of PC hardware setup and configuration will be advantageous.
2. Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches will be compulsory.
3. PortaOne Experience
4. Voice and PABX Experience
5. Mikrotik Experience
6. Good communication skills (verbal and written).
7. Good time management skills.
8. Problem-solving and resolution skills.

If you meet the above requirements, please submit your CV with contactable references.

PLEASE NOTE:

1. Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel’s Employment Equity Plan.
2. Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
3. Please refer to our Privacy Policy on our website for further information on how we process personal information.
4. If you do not hear from us within 3 weeks of your application, please deem your application as unsuccessful.