ICT USER SUPPORT TECHNICIAN

SUMMARY:
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POSITION INFO:

We are seeking a customer-focused and proactive User Support Technician with 1–3 years of experience in IT Service Desk and End User Support environments. The ideal candidate will have strong experience in incident and event management, call logging, and ensuring Service Level Agreements are consistently met while delivering exceptional customer service. Skilled in handling customer interactions professionally through excellent communication, telephone etiquette, and email correspondence, the candidate demonstrates the ability to multitask, take ownership of issues, and ensure incidents are resolved or escalated within the required timeframes.

What you'll do:

• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
• Ensure that calls are assigned to the next resolver groups within the specified timeframes
• Working well with another colleague/team player/ willing to assist
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner
• Following instructions including customer Working Instructions (WI) or management instructions
• Go-getter
• KPA 3: Asset and Documentation Support
• Assist with IT asset tracking and inventory updates.
• Maintain basic documentation and user records.

Your Expertise:

• Telephony soft skills qualifications and/or Call center/Service Desk experience
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
• Excellent Customer Interaction and communication
• Service Desk Experience
• Call Centre Experience
• Event Management Experience
• Incident Management Experience
• Multi-tasking skills
• Telecommunication experience
• Excellent customer interaction.
• Positive attitude required with excellent telephone etiquette
• Team player with good work ethic and attendance record
• Self-driven - Get the job done
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement
• Service Desk Experience
• Call Centre Experience

Qualifications:

• Qualification Essential Competency
  • Matric / Grade 12 (Essential)
  • IT-related certificate or diploma (e.g. IT Support, Information Technology, Systems Support)
  • Industry certifications (advantageous):
  • CompTIA A+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • 1–3 years’ experience in an IT Service Desk or End User Support environment
  • Basic understanding of ITSM tools (e.g. ServiceNow, Remedy, Freshservice)
• Qualifications preferred/ knowledge
  • ITIL certification