IT Help Desk Technician

setembro 28, 2022

Innovate IT Africa is looking for a qualified individual to join our team as a Help Desk Technician.

You will be required to provide remote & on-site support and technical assistance to customers who are using software, hardware, or other computer systems, and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers and equipment.

You will also be required to perform a number of preventative maintenance tasks and document all tasks completed.

Must be a quick learner and have the ability to pick up new skills & technologies in a short space of time.

Minimum requirements

Matric / Grade 12;
A+ Certification;
N+ Certification;
Microsoft Certification (MCP, MCDST, MCITP certification) OR;
Relevant Diploma / Degree in Information Technology;
Minimum of 2 Years Proven experience as a Help Desk Technician or other IT Customer Support role.

Personal Specification

Tech savvy with working knowledge of office automation products, databases, and remote control;
Good understanding of computer systems, mobile devices, and other tech products;
Ability to diagnose and resolve basic technical issues;
Proficiency in English. Portuguese an advantage;
Excellent communication skills;
Customer-oriented and cool-tempered;
Ability to perform under pressure;
Excellent documentation and record keeping abilities.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone, email or What’s app;
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;
Provide On-Site Support to clients where necessary;
Provide accurate information on IT products or services;
Record events and problems and their resolution in Help desk Software;
Follow-up and update customer status and information;
Pass on any feedback or suggestions by customers to the appropriate internal team;
Identify and suggest possible improvements on procedures;
Keep confidential all applicant, client, and company proprietary information;
Document all work undertaken and generate support documentation where needed.

Skills and Knowledge required