Job Purpose | The helpdesk agent will provide a single point of contact for all technology related incidents and requests reported by our users. S/he will be responsible for logging, troubleshooting, resolving and where necessary referring these issues on a day to day basis. |
Responsibilities |
The position holder will be required to:
- Follow Incident Process of Logging Calls
- Categorization
- Prioritization
- Escalation
- Documenting activities and updates
- Provide first line investigation, diagnosis and incident resolution
- Take end to end ownership of calls until closure
- Provide updates to customers within defined Service levels.
- Manage Service Levels and Service quality
- When required ensure incidents are escalated to the appropriate support groups.
- Demonste enthusiasm for technology.
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Requirements | Qualification & Education:
Educated to diploma level
At least 2 years’ experience as a Service Desk agent or customer service environment
Airline Experience is advantageous
Training & Knowledge:
- Excellent written and verbal communication skills
- Excellent customer service skills
- A good business focus and understanding of a support role in a business environment
- Problem solving and decision making skills
- An ability to work well within a team environment
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