Log In
Sign Up
This job listing has expired and applications have closed for this vacancy. The reason could be that the employer is no longer accepting applications or the position has been filled. Hit the "Search Jobs" link above to find currently available job vacancies.
IT Call Centre Support job vacancy in Port Elizabeth.
Purpose of the Position:
Ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools.
Education & Experience:
- Diploma in Computer Science or equivalent
- Knowledge of basic computer hardware and software
- Experience with desktop and server operating systems
- Extensive application support experience
- Knowledge of programming languages
- Working knowledge of a range of diagnostic utilities
Principal Accountabilities:
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information, and accurate description of the nature of problem or issue
- Build rapport and elicit problem details from customers
- Prioritize and schedule problems. Escalate problems (when required) via the appropriate channels
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level utilizing team viewer
- Test fixes to ensure problem has been adequately resolved
- Perform post-resolution follow-ups to help requests
- Assist with development of help sheets and frequently asked questions lists for end users