JOB OPENING: Help Desk Coordinator



Enter one of the most rapidly evolving and innovative fields on the planet. Join the frontline of the technological revolution and work with industry-defining solutions in the ICT and Infrastructure space.


We are looking for a dedicated and passionate Individual with a minimum of between 2 to 3 years of experience working in an IT Help Desk Environment. This position will be based in Cape Town. The Help Desk Coordinator is responsible for the resolution of all client service requests or issues via phone, email within a quick and professional manner. Addressing all incoming support requests via email and phone.


Main duties and responsibilities:

  • Resolve helpdesk service calls using documented procedures.

  • Ensure follow up with customers to ensure issue have been resolved.

  • Support IT staff members on support work.

  • Manage Help Desk responsibility and resource allocation.

  • Handle routine Help Desk calls to ensure timely resolution as per Client’s Service Level Agreement.

  • Attend help desk calls in-person and through email and phone.

  • Able to work with Help Desk ticketing system.

  • Attend support calls, walk-up customers and emails for first and second tier technical support.

  • Solve routine issues and escalate complex issues based on priority.

  • Develop, execute and follow IT operational policies, standards and work instructions for customer support.

  • Ensure customer satisfaction through continuous status information.

  • Develop and manage internal and external support documentation.

  • Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit.

Essential experience:

  • Minimum 2 - 3 years’ experience working on a Service/IT Support Desk.

  • Experience of providing customer service over the phone.

  • Experience of using Service Desk incident logging software.

  • Computer literate; skilled in use of Office 365, Word and Excel.

  • Strong communications (both written and verbally) and comfortable fact to face.

Behavioural characteristics and competencies:

  • Able to work as part of a team

  • Highly motivated, disciplined and ambitious

  • Ability to perform well under pressure

  • Ability to learn quickly

  • Strong customer service orientation and awareness of service level agreements

  • Attention to detail, highly organised and good communication skills

About First Technology:

Business Transformation is the name of the game. First Technology is one of South Africa’s leading single-source providers of IT products and services. Armed with deep knowledge and an extensive skillset in the IT sphere, we help organizations evolve and streamline their business operations through industry-leading hardware and software solutions. By utilizing our broad range of skills and technologies, First Technology delivers IT products and services that support business-critical infrastructures and processes to businesses and organizations of all sizes and across every industry.


What sets First Technology Group apart is our business model:

The First Technology Group comprises an agile network of independently run companies across the three great South African hubs: Johannesburg, Cape Town and KwaZulu-Natal. With each company headquarters boasting its own board of directors, executive-level decisions are executed rapidly, and clients have direct access to any of the Directors when needed.


This distinctive business agility, combined with our corporate pricing benefits, allows us to deliver an unrivalled level of service to our customers. First Technology really is the perfect hybrid – we are uniquely positioned to offer friendly and local customer service, along with the best pricing, afforded to the biggest Tier 1 providers.


Our goal is to eliminate the pain and hassle of vendor management for our customers, allowing them to direct their focus at higher tier objectives. Additionally, our extensive network of trusted partners allows us to provide our customers with the full spectrum of IT-related solutions.


FIRST TECHNOLOGY BEE RATING:

  • We have achieved a Level 1 Contributor status

  • We have 51% Black Ownership

  • We have 30% Black Woman Ownership

  • We have achieved a Procurement Recognition Level of 135%

  • We have been rated in accordance with the Department of Trade and Industry's ICT Sector Codes

We appreciate the effort of all applicants however due to the high volume of applications, only short-listed candidates will be contacted.


If you feel you are the right fit for this position, please e-mail a copy of your CV to Johannelieb@firsttechnology.co.za

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