Standard Telephones and Cables

I.T. Helpdesk Administrator

Ict & Computer Jobs

Job Description

Responsible for the day to day Help Desk duties, reporting to the Business Development Partner.

Duties and Responsibilities

- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel (Escalation)
- Provide accurate information on IT products or services
- Open Job Cards or Tickets for any task or job to be done
- Recording of Jobs in our Accounting system
- Management of Job Cards to completion
- Coordination with Credit control for client clearance
- Record events and problems and their resolution in ticketing system or logs
- Follow-up and update customer status and information
- Coordinates and Management of Faults, SLAs and Client meetings.
- Manage and Coordinate the Job Card management system or Ticketing system.
- Identify and suggest possible improvements on procedures
- Assist Account Managers Working on Client Engagements (Projects) as they progress through the Sales process.
- Identification of Sales Opportunities.
- Overall Service Delivery Reporting

Qualifications and Experience

1. At least 3 Years experience as a help desk technician or other customer support role
2. Working knowledge of cloud technologies and remote support.
3. Ability to diagnose and resolve basic technical issues
4. Excellent communication skills with good customer handling skills
5. BSc/BA in IT, Computer Science or relevant field
6. Cloud Certification or accreditation is an added advantage.

How to Apply

Please submit your application letter and CV to gkadzura@telephonesandcables.com or admin@telephonesandcables.com