Helpdesk Engineer

• Ability to communicate at all levels, both technically and non-technically
• Basic L1 desktop/network support activities
• Strong customer focus with prior experience in a customer service role
• Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes
• Adherence to 24 X 7 roster
• Log/Validate all contacts Call Handling Database
• Resolve a high percentage of customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Complete follow-on actions as appropriate
• Invoke Escalation Procedures within defined time frames

Shift : 12 hours Shift per day (7am-7pm AND 7pm-7am) - Shift will be as per the roaster

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