Service Desk Systems Technician - Plattekloof, South Africa - Stowe Holdings (PTY) LTD

Stowe Holdings (PTY) LTD

Verified Company

Plattekloof, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Purpose
The purpose of the job is to provide a focal point for customers to contact Stowe's support-departments for assistance. The System Technician receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.

Key Responsibilities

Customer Service (35%)

Professionally respond to and assist with all customer queries
Regularly update all customers with progressinformation and estimated times to completion
Regularly followup on outstanding queries with other entities who are involved with specific requests
Be alert to deteriorating customerservice within the environment and intervene directly or by escalation.
Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
Escalate to other supportentities (colleagues, other departments, other service providers) where personal resolution is unachievable
Monitor time spent on remote requestresolution to ensure resolutions (own or other entity) are achieved within contractual servicelevel obligations
Create the initial record for & accurately capture any reported support

- or information-request in the call-logging software