Service Desk Operator Tier I

Key purpose:

Tier 1 Helpdesk Operator assists staff and provides basic application assistance of software and/or hardware support to remote stores. Support includes ensuring the ongoing usability of software/hardware in stores, high standards of customer services support to functional needs and the management of data integrity at stores.

Duties and responsibilities:

• First line telephonic support to stores relating to hardware and software problems.
• Log all calls on call tracking system.
• Ensure all calls remain within the SLA of the company.
• Escalating unresolved issues to Tier 2 group.
• Standby (after hours support) over a week period on a rotational basis based on a schedule.
• Continually upskill own knowledge of support products and solutions.

Qualifications and experience:

• IT qualification (A+ /N+ or a combination thereof) or an IT diploma.
• Must show initiative and 1 yr + experience in troubleshooting software issues.
• Must have good communication skills with the ability to communicate at all levels.
• Must be able to work within a team and have excellent customer service experience.
• Must have excellent working knowledge of MS Windows and Call logging systems.
• Must be able to troubleshoot hardware components and software incidents via the phone.
• Retail environment experience advantageous.
• Willing to work standby/ overtime occasionally