Help Desk Support Consultant

Reference: JN245
Job Title:
Help Desk Support Consultant
Job Level:
Intermediate
Job Type:
Permanent
Job Location:
Gauteng
City/Town:
Edenvale
Basic Salary:
Basic Salary
Salary Frequency:
Per Month
Salary From:
R 6500
Salary To:
R 8000
Industry:
Finance
Job Description:

JOB DESCRIPTION / PURPOSE:

This position entails giving telephonic, email and on-line technical support from within a support help desk environment.

EDUCATION / COMPUTER PACKAGES:

  • Matric
  • Diploma or Relevant qualification – Essential
  • Software troubleshooting and support experience – A must
  • MCITP/MCDST/MCSE/BSC or equivalent – A plus

SKILLS AND EXPERIENCE:

  • 2+ Years work experience in a similar environment advantageous
  • Strong deductive, analytical, financial and mathematical skills – Essential
  • Computer literacy skills. – A must
  • Communication skills (oral and written) – Essential
  • Excellent telephone etiquette – A must
  • Systems Database knowledge and support – A plus
  • Bilingual – Afrikaans + English

DUTIES AND RESPONSIBILITIES:

  • Receive, assess and resolve all support related queries, calls, emails and tickets
  • Proactively update clients with support status updates as necessary
  • Update the electronic ticket logging system with the findings and resolutions
  • Assisting clients remotely, telephonically, via email or team viewer
  • Escalate unresolved tickets and update the electronic ticket logging system
  • Ensure all support conducted in line with Standard Operation Procedures.
  • Facilitating system change
  • Building customer relationships and loyalty
  • Technical and Professional acumen
  • Weekend and after hours support a requirement

BEHAVIOURAL COMPETENCIES / PERSONAL ATTRIBUTES:

  • Well-presented and well spoken
  • Analytical
  • Able to resolve complex problems
  • Must be a leader and take responsibility
  • Sound business acumen (i.e. numeracy skills)
  • Technically orientated
  • Negotiation skills
  • Customer care
  • Attention to detail