FORMAL EDUCATION:Grade 12 or equivalent certificateNQF 5- Systems supportCertificate in IT or Call Centres would be an advantageDiploma in IT and or Business would be an advantageEXPERIENCE:1 - 2 years experience in IT Call Centre Environment TECHNICAL / LEGAL CERTIFICATION:CompTIA A+ (International)Microsoft Certified Desktop Support Technician (MCDST)ITIL v3 Foundation CertificationApple Certification (advantageous)COMPETENCIES:Excellent communication skills and the ability to build rapport with the customer Ability to work well in a team Resilience / FortitudeProblem SolvingAttention to detail Customer orientationConscientiousRESPONSIBILITIES:Serve as a Single Point of Contact (SPOC) for User Community to log Incidents and Service Requests (Inbound) Perform initial diagnosis and attempt First Call Resolution or dispatch to Resolver Groups Individual/one-to-one communication with customers/usersAssign/re-assign service calls to incident handling staff Provides user community with unique reference numbersProduce management informationAnswer and complete calls wirhin the required SLA requirements Perform (on-demand) Customer Satisfaction Surveys (Outbound)Follow up on customer satisfaction Conduct customer satisfaction surveys Data Entry Speed & AccuracyProcessing customer information and data quickly & AccuratelyEntering information while on the phone with client (Real time capturing)Understand the client requirements and capture accordingly to ensure 1st time resoltion when second line or Field Support attend to incidentProblem SolvingBe intellectually capable to resolve complex issuesDeal well with complex and unfamiliar information receivedSolve problems effectively woth compassionReadily learn and apply new information and skills on the jobCustomer FocusBe dedicated to meeting the needs and expectations of customersEffectively elecit first-hand customer information and use it to resolve their queriesAct with the clients requirments in mindAnswer clients questions tactfully, use appropriate language when speaking with client, apologize when/ and if appropriateProcess EnhancementsIdentify and communicate process failures along with suggested improvementsContribute to the Solutions Database Log unknown errors in the Solutions Database Team Development and Support Actively participate in enhancing the Productivity of the team Knowledgement sharing