• First line telephonic support to stores relating to hardware and software problems.
  • Log all calls on call tracking system.
  • Ensure all calls remain within the SLA of the company.
  • Escalating of unresolved issues to Tier 2 group.
  • Standby (after hours support) over a week period on a rotational basis based on a schedule.
  • Will be required to work overtime.
  • Continually upskill own knowledge of support products and solutions.

Tier 1 Helpdesk Operator assists staff and provides basic application assistance of software and/or hardware support to remote stores. Support includes ensuring the ongoing usability of software/hardware in stores, high standards of customer services support to functional needs and the management of data integrity at [URL Removed] Requirements

  • IT qualification (A+ /N+ or a combination thereof) or an IT diploma.
  • Must show initiative and 1 yr + experience in troubleshooting software issues.
  • Must have good communication skills with the ability to communicate at all levels.
  • Must be able to work within a team and have excellent customer service experience.
  • Must have excellent working knowledge of MS Windows and Call logging systems.
  • Must be able to troubleshoot hardware components and software incidents via thephone.
  • Retail environment experience advantageous.

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