IT Helpdesk Technician

Stowe Holdings is looking for a skilled and customer-focused IT Helpdesk Technician to join our growing IT team. This role is ideal for someone with strong troubleshooting abilities, excellent communication skills, and experience supporting business IT environments.

As an IT Help Desk Technician, you will provide advanced technical support, resolve escalated issues, maintain client infrastructure, and work closely with our Level 1 technicians and senior engineers to deliver outstanding service.

KEY RESPONSIBILITIES

LOGGING AND MANAGEMENT OF LINE 2 TICKETS (20%)

• Logging all relevant tickets on the ticket logging system.
• Prioritize tickets based on urgency and impact on user.
• Study existing knowledge base and make constant improvements of customer service.
• Accurately categorize tickets-based severity level and manage till resolution, remaining cognizant of the SLA.
• Adhere to internal ticketing protocol by capturing all required details.
• Ensure incident communication trails are captured on the ticket throughout all stages.
• Regularly update pending list
• Identify duplication in requests and mitigate repetition.
• Escalate repeat incidents to team leader.
• Make regular contact with clients, keeping them abreast of tickets.

TECHNICAL SUPPORT (40%)

• Offer first and second and level technical support and provide step-by-step guidance to customers.
• Share collated closure email to vendors where necessary.
• Adhere to determined SLAs based on the internal severity matrix.
• Effectively identify and resolve issues related to back-office systems.
• Collaborate with Line 1 Teams to assess network stability and conduct a hand back/route the tickets to the relevant support groups.
• Apply effective diagnostic process to resolve issues.
• Participate in co-ordination of site visits by internal resolvers and third parties where necessary.

TELEPHONIC AND EMAIL CORRESPONDENCE (20%)

• Effectively correspond with customers through email and telephonic channels.
• Pursue information regarding ticket resolution ensuring the customer is provided with regular updates on progress.
• Actively assist in the improvement of the diagnostic guides**.**
• Identify and flag trends in incidents and contribute to initiative-taking resolution.

SYSTEM MANAGEMENT AND PERFORMANCE OPTIMIZATION (10%)

• Address any potential issues swiftly and effectively.
• Flag any identified threats with Field Services Technicians or escalate to Team Leader.
• Ensure optimal functionality of support applications at all times.
• Act as a resource for knowledge sharing, training, and mentoring junior staff and fellow Systems Technicians.
• Efficiently manage multiple projects concurrently, ensuring they are executed within specified timelines.

PROFESSIONAL DEVELOPMENT (5%)

• Attend routine refresher training sessions and coaching to stay updated on internal best practices.
• Continuously improve technical knowledge and skills.

COLLABORATION (5%)

• Collaborated with internal resolvers and third parties to resolve system-related challenges.
• Ensure effective communication and teamwork

COMPETENCIES/SKILLS REQUIRED

• Attention to detail.
• Customer orientation
• Email etiquette
• Prioritizing and multitasking
• Initiatives and Self-motivation
• Interpersonal relationships
• Professionalism
• Good written and verbal Communication skills
• Good time-management
• Technical skills

MINIMUM REQUIREMENTS

• Relevant certifications such as CompTIA A+ N+
• Degree/ Diploma in IT or equivalent advantageous
• Minimum of 2-3 years of experience as a Help Desk Technician or related positions in call centers, customer service, or IT.
• Familiarity with operating systems and software management.
• Proficiency in troubleshooting techniques.
• Valid South Africa ID

Work Location: In person

Pay: R9 000,00 - R9 500,00 per month

Work Location: In person