Service Desk Agent

Applications are invited for the Service Desk Agent position to be based in Pretoria.

About the role:
The Service Desk Agent provides first and second line support to customers, striving to first call resolution and providing basic to advanced troubleshooting on customer-side faults.

Key Responsibility Areas will include, but not be limited to:

• Provide first and second line support.
• Strive for First Call Resolution (FCR).
  
• Fault Diagnosis and Troubleshooting.
• Provide basic to advanced troubleshooting on customer-side faults.
• Support Tasks and Information Requests.
• Remote support via Any Desk to customers.
• Ticket Management and Escalation.
• Customer Interaction and Communication.
• Address basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural ‘how to’ questions).
• Supply clients with general information regarding their Wireless/Fibre/PABX service.
• Call Handling and Triage
• Callback and Message Monitoring
  
• Timely Client Feedback
• Link Monitoring
• Monitor known issue alerts and proactively notify affected clients.
  
• Identify recurring issues and log them for problem management or system improvement.
• Collaborate with Tier 3 or Engineering teams on complex fault investigations.
• Follow escalation matrix and maintain documentation of escalated cases for audit purposes.
• Stay up to date with product changes, network upgrades, and new troubleshooting methods.
• Ensure all actions and communications comply with company policies, SLAs, and privacy regulations (e.g., POPIA or GDPR if relevant).
• Maintain proficiency in the use of support tools including ticketing platforms, diagnostic portals, and remote access tools. .

Key Outputs:

• Resolve customer queries within SLA.
• Maintain customer satisfaction score of 90% or higher.
• Record all support interactions and solutions in the ticketing system (Q-Contact) in a timely and accurate manner.
• Contribute to knowledge base articles by documenting common fixes and troubleshooting steps.
• Achieve 100% ticket resolution within 24 hours to meet customer service targets.
• Maintain a first-time resolution rate reducing repeat support queries
• Contribute to the achievement of team KPIs by delivering timely, high-quality support.

Work Experience and Competency Requirements:

• Experience in an ISP/WISP environment, with a strong understanding of internet service operations and customer support processes.
• Voice and PABX experience, including basic configuration, troubleshooting, and support of telephony systems.
• Hands-on experience with MikroTik routers and networking tools, including basic configuration and diagnostics.
• Working knowledge of PortaOne platform (advantageous).
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic configuration of routers and switches (required).
• Basic understanding of PC hardware setup and configuration (advantageous).
  
• Strong problem-solving and fault-resolution skills, with the ability to identify root causes and implement effective solutions.
• Excellent verbal and written communication skills, with a professional approach to client interaction.
• Effective time management skills with the ability to prioritize tasks and meet deadlines in a high-paced environment.
  
  

Qualifications

• Grade 12 is required.
• N+ and A+ certifications are advantageous and will be considered a strong asset.
  

If you meet the above requirements, please submit your CV with contactable references.

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
• Please refer to our Privacy Policy on our website for further information on how we process personal information.
• If you do not hear from us within 4 weeks of your application, please deem your application as unsuccessful.