Helpdesk Agent - Tier 1

Herotel

Bronkhorstspruit, South Africa

Applications are invited for the Helpdesk Agent – Tier 1 position to be based in Bronkhorstspruit .

PURPOSE OF THE ROLE:

Tier 1 Helpdesk Agents provide friendly and efficient first contact support to customers through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point), and occasionally VOIP. The Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and e-mail), using Herotel’s ticketing and tracking systems. Calls that can’t be resolved are escalated appropriately. The career path for Tier 1 Helpdesk Agents within Herotel includes Helpdesk (Tier 2 Agent and Helpdesk Team Leader), NOC (Network Operations Centre), or Field Operations.

Key Performance Areas would include, but are not limited to:

First... More Detail

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