We are looking for IT Customer Support/ Service Desk Agents to join our dynamic and driven team. The successful candidate will provide first line support to our clients for all our products and services.

• Deliver a professional and consistent level of service that provides resolutions within Service Level Agreement deadlines
• Work in accordance with the Service Desk and incident management policies, process, procedures, and work instructions
• Log, prioritise and assign support calls, escalate when appropriate and communicate progress to all relevant parties
• Appropriate probe and diagnose client issues
• Update and communicate accurate and comprehensive information to support engineers and clients
• Document information using company system and structure information so that it is easily understandable
• Process documents and follow-up on correspondence ensuring everything is dealt with accurately and efficiently
• Work collaboratively with Support Engineers
• Accurately escalate calls to correct Business Unit
• Perform account administration tasks and system checks
• Ability to take necessary preventative action and anticipate problems before they occur

• Matric
• A+ and N+ (essential)
• ITIL (Beneficial)
• 1 - 2 years' consecutive IT call center experience
• Excellent English (spoken and written)
• Able to communicate effectively
• Good listening skills
• Strong/ gogetter attitude
• Customer Service Orientated
• Lifelong learning attitude
• Team Player
• Willing to work different shifts