Onsite Technician/Helpdesk Service agent

Ukufunda Business Solutions

uMhlanga

1. PURPOSE

In the capacity of IT Technician, both scheduled installations and emergency support for customers in this highly visible role are part of the function. Based on the information provided in the support tickets the IT Technician will either accept and resolve the ticket or identify it for escalation to the relevant team for resolution. In addition, the candidate will assist with the sales cycle where required. The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving faults at the first point of contact or providing the groundwork for escalating the fault to the designated escalation point to further investigate and resolve.

2. RESPONSIBILITIES TICKET HANDLING RESPONSIBILITIES:

• Review all assigned tickets and ensure scope of ticket is clearly understood.

• Request clarification if anything is unclear.

• Correctly logging incidents and faults, categorising and prioritising them while... More Detail

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