Helpdesk Agent

Purpose of the job

The Helpdesk Agent serves as the single point of contact for end users to receive support and maintenance. Responsible for offering support and customer service on company-supported computer applications and platforms through running diagnostics, troubleshooting problems and analyzing appropriate actions.

Key Responsibilities

1. Administrative

• Updating tickets regularly
• Update documentation and processes within the support environment
• Ensure that the call category is appropriate to the description

2. Productivity

• Calls closed within SLA
• Resolution rate (how long it takes it takes to resolve ticket/s)

3. Quality

• Low call re-open rate
• Agent utilization (average tickets per day resolved and time spent)

4. Customer Satisfaction

• Good client feedback from satisfaction survey
• Keeping users informed on the progress of the query

Core Skills/ Competencies

Mandatory Technicak Skills/ Abilities required to do the job

• Microsoft office (word, excel, outlook)
• Experience with ticketing system
• Knowledge of IT hardware (Mobile devices and other tech products)
• OS Experience (Windows)
• Experience with Network (troubleshooting)

Personal Attributies/ Charater traits required for this job

• Effective communication skills
• Telephone etiquette
• Active listening skills
• Customer excellence orientation
• Ability to work as part of a team
• Proactive problem solver
• Good organizational abilities
• Ability to pay attention to detail
• Time and priority management

Minimum requirements

• IT Certification/Diploma
• Matric
• A minimum of 1 year experience within an IT call Centre