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Helpdesk Agent

Cape Town (Hybrid)
Key Roles and Responsibilities

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

Key Roles and Responsibilities

  1. Administrative
    • Updating tickets regularly
    • Update documentation and processes within the support environment
    • Ensure that 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 progress of the query
Core Skills/Competencies

Mandatory Technical 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 Attributes / Character 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
  • +1 year experience within an IT call Centre
Recruitment Process
  • Competency based interview to assess above requirements
  • Applicable assessment
  • Background checks
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