Helpdesk Administrator

Title

Helpdesk Administrator

Responsibilities:

• Answer and handle calls professionally
• Logging of new helpdesk calls on in-house and customer helpdesk applications
• Route calls to the appropriate resources
• Following up on logged calls timeously
• Closing of calls upon completion
• Responding to customer inquiries
• Monitoring of open calls to ensure service levels within customer SLA
• Liaising with operations and development teams regarding helpdesk calls
• Reporting on the status of helpdesk calls to Altron Systems Integration (ASI) and customer management teams
• Liaising with customer operations and helpdesk personnel regarding helpdesk calls
• Identify and escalate priority issues
• Assisting and training of ASI personnel in helpdesk procedures
• Perform first-off checks on applications to ensure complete helpdesk call information
• Ability to take part in shift work

Education Required:

• Matric

Experience Required:

• 1 - 2 years helpdesk administration experience

Essential Competencies:

• Working knowledge of MS Office suite of products
• Knowledge of customer service principles and practices
• Customer service experience
• Good keyboard and telephone skills
• Good verbal and written communication skills
• Good listening skills
• Good problem-solving skills
• Customer focused, ability to handle all calls with tolerance and diplomacy
• Good Organisational skills
• High attention to detail
• Ability to take initiative
• Ability to work as part of a team

Advantageous Competencies:

• Quick learner
• Taking ownership of problems
• Confidence
• Quick learner (short initial ramp up period)

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

English