As an apprentice, you’ll work at a growing software company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
Reporting directly to the Service Desk Team Leader, this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients.
KEY DUTIES –
1. Delivery of 1st line remote support services to contracted and non-contracted customers.
2. Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat, or portal.
3. Ensuring all incidents and service requests are logged into the ITSM package.
4. Ensuring all SLA obligations are met in the delivery of above services.
5. Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines).
6. Implementation and/or fulfilment of remote service requests and installations when required.
7. Recommendations of relevant improvements, new technical procedures, products, or services to line management.
8. Running of the “workshop.” This includes reloading of machines' operating systems and hardware diagnostics.
CANDIDATE REQUIREMENTS
1. Independent skills.
2. Teamwork skills.
3. Organisational skills.
4. Good written and oral communication skills.
5. Self-motivated.
Sound like you? Then send us an application and we will let you know if you are suitable for this position.
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