Careers List

Careers

IT Helpdesk Agent

Job Title: IT Helpdesk Agent

 Purpose of the Job:

The purpose of this job is to provide remote support and assistance to redPanda Software client, using appropriate solutions that satisfy client’s needs.

Outputs to be delivered:

Provide remote support to clients

  • Provides helpdesk support service.
  • Investigates reasons for problems and solves them for clients.
  • Follows up on all outstanding queries timeously within as per SLA with clients
  • Analysing and solving problems.
  • Ensuring customer satisfaction.
  • Provide input for more pro-active support (i.e. repetitive problems).
  • Log all calls received at the helpdesk.
  • Update logs with progress of solution / investigation on regular basis
  • Escalate old calls within the department.
  • Update each log with a root cause detail.
  • Ensure that call category is appropriate to the call description.
  • Ensuring that the log is resolved even after escalating to the developer.
  • All relevant information must be supplied when calls are escalated to 3rd level
  • Detailed resolution to be provided on log.

 

Self-training on redPanda clients Business rules and architecture.

  • Rate skills and advise on training needs
  • Supply a list of objectives for skill to be attained.
  • Supply suggestions of training courses or internal training process.
  • Complete training

Function as part of a team

  • Provides input, assistance and guidance to other customer services staff when required
  • Communicate within RedPanda Software regarding escalated issues.
  • Shares work-related knowledge and experience.
  • Responsible for personal development and career progression with regards to knowledge of system; procedures and practices.

Operational duties

  • Create head office users
  • Assist opening stores
  • Assist closing stores
  • Follow up on midmonth and month-end
  • Follow up on day-ends

Minimum Skills / Abilities required enabling you to perform this Job

  • Communication skills
  • Time management skills
  • Written communication skills
  • Analytical and problem-solving skills
  • Ability to conceptualise, interpret and document solutions for customer needs
  • Preferably have worked in a IT helpdesk environment before

Personal Attributes required for this Job

  • Team Player
  • High stress tolerance
  • Dedication
  • Flexible/adaptable
  • Professionalism
  • Approachable
  • Honest
  • Ethical

Education and Working Experience

  • Fluent written and verbal skills in English necessary
  • Matric with 2-3 years’ IT Helpdesk or IT Call Centre experience
  • Experience working on Microsoft Word, Excel and Outlook

PLEASE NOTE THE FOLLOWING:

Clean criminal record required

Applications will only be considered from RSA Citizens or applicants with permanent resident permits.

About redPanda Software

At redPanda Software we have a decade of experience in developing customised software for the retail and financial industries.

Working with clients in South Africa, Africa and the UK, we have built our reputation for producing the highest quality solutions across the following specialised business processes. Read more...

Contact us