IT Helpdesk Agent

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Duties and Responsibilities:
Provides helpdesk support service.
Investigates hardware and software issue telephonically them for clients.
Analysing and solving problems.
Ensuring customer satisfaction.
Provide input for more pro-active support (i.e. creating procedures for repetitive problems).
Log all calls received on the helpdesk.
Update tickets with progress of solution / investigation on regular basis
Escalate old and unsolved calls within the department.
Update each ticket with a root cause detail.
Ensure that call category is appropriate to the call description.
Ensuring that the ticket is resolved even after escalating to the developer.
All relevant information must be supplied when calls are escalated to 3rd level
Detailed resolution to be provided on log.
Provide quality support on incidents and escalations.
Basic troubleshooting abilities in a Windows/POS environment.
Analysing and interpreting the requests from customer and calls.
Ensure the quick resolution of faults for the user and/or keep client updated on the progress in relation to the resolution of the fault.
Addressing issues logged by Clients.
Tracking and updating logged requests.
Service Desk / Server / Desktop Support.
Troubleshoot Hardware and Software issues around Microsoft technologies.

Qualifications:
Grade 12
CompTIA A+ and CompTIA N+

Job ID : , #1543, 479 views,

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