Desk Side Support Attendant - Hatfield, South Africa - Inquest Marketing Organization

Description

As a desk side support, you will provide desk side support to our customers via phone, email and computer chat.

You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond desk side support span of control. Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Personality traits for desk support
Ability to be organized, share knowledge and work independently collaboratively
Is committed to taking on challenges with a high level of energy
Makes decisions that are in the best interest of the company and strives to align self with company core values
Able to communicate effectively and persuasively in order to gain resources for the department
Works effectively with others on projects, tasks, and decision making
Ability to champion process improvement initiatives
This person will be part of the Client Services team

Responsibilities for desk support
Monitor status and functionality of systems and applications
All receptionist responsibilities (answering phones, greeting visitors, lobby set-up, process deliveries and mail)
Assisting with opening the new customer/client files into the database system
Office supplies, work/copy room upkeep, assisting Escrow teams as needed
Respond to calls, e-ails and requests through the ticketing system and provide prompt, accurate responses and services through phone and e-mail
Provide outstanding customer service to end users
Handle a high volume of inbound phone calls that originate from various parts of the business
Document all work into the ticketing system
Install, configure and upgrade computer hardware / software
Initiate event bridges that result from an outage or critical event