Helpdesk Technician – Mustek

Mustek is loooking for a Helpdesk Technician responsible for providing technical support and advice to customers (internal and external) via the telephone.

Job Summary

Job Title: Helpdesk Technician (Midrand)

Location: Midrand, Gauteng

Company Primary Industry: Information Technology and Services

Job Type: Permanent
Job Functional Area: Information Technology

Responsibilities:

Technician Service:

• Accurately allocate on-site tickets to the relevant technician/branch/contractor within 30 minutes of call received.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
•  

Customer Satisfaction:

• Maintain the abandoned call rate below 4% (Abandoned call report).
• Close 100% of customer queries (telephonic & email) within 4 working hours (Helpdesk SLA report).
• Accurately log all field support and telephone tickets and close within 30 minutes of receiving request (SLA).
• Generate quotes within 4 hours of receiving.
• Keep all open Tickets up to date including all Multinational systems.

General:

• Provide general customer support, either telephonic or at the front desk.
• Always comply with PPE policy.
• Keep work areas always clean.
•  

Qualification and Experience:

• Matric
• CompTIA A+ N+
• Minimum of 3 years’ helpdesk technical experience

Skills and Knowledge:

• Good knowledge of general administrative and internal processes
• Knowledge of ICT industry
• Product offering software and hardware technical knowledge
• Customer Service
• Basic computer literacy, especially in Microsoft applications
• Problem solving skills (analytical)
• Good communication skills (verbal and written)
• Technical skills and problem analysis