IT Tier I Helpdesk Operator

Tier 1 Helpdesk Operator assists staff and provides basic application assistance of software and/or hardware support to remote stores.

Support includes ensuring the ongoing usability of software/hardware in stores, high standards of customer services support to functional needs and the management of data integrity at stores.

First line telephonic support to stores relating to hardware and software problems.

Log all calls on call tracking system.

Ensure all calls remain within the SLA of the company.

Escalating of unresolved issues to Tier 2 group.

Standby (after hours support) over a week period on a rotational basis based on a schedule.

Will be required to work overtime.

Continually upskill own knowledge of support products and solutions.

IT qualification (A+ /N+ or a combination thereof) or an IT diploma.

Must show initiative and 1 yr + experience in troubleshooting software issues.

Must have good communication skills with the ability to communicate at all levels.

Must be able to work within a team and have excellent customer service experience.

Must have excellent working knowledge of MS Windows and Call logging systems.

Must be able to troubleshoot hardware components and software incidents via the phone.

Retail environment experience advantageous.