TIER 1 SUPPORT SPECIALIST IN SOUTH AFRICA

Who are ihotdesk?: We are a forward thinking IT services company that provides IT outsourcing services to small and medium sized businesses in the United Kingdom and throughout the world. We are specialists for Microsoft-based networks and applications, holding accreditations with Microsoft, VMware, Citrix & Cyberoam. What we are looking for: We require an accomplished IT Support Representative with a minimum of 1-2 years experience within a service desk environment to deliver telephonic and remote support to a range of clients within London and throughout the United Kingdom. You will be based at our Cape Town office and will work with a team in a service desk environment. Essential Skills: MCP in Windows 7 or 8 Experience of Supporting Microsoft Windows Server  At least 1 years experience of providing telephone support for Windows desktops and desktop applications including Microsoft Office Experience of TCP/IP networking and troubleshooting including Local and Wide Area networking Experience with backup and restore of servers using Backup Exec. Knowledge of the following would be beneficial: routers, switches, firewalls (Sonicwall/Cyberoam), VPN’s, Mobile devices IOS & Android. Well-developed problem solving skills. A logical approach to problem solving. Excellent telephone communication in English. Excellent written communication in English. Other languages a bonus. Role: Provide first-line remote support to all clients. Respond to allocated calls within contracted service levels (SLA's). Appropriately categorize, prioritize and monitor tickets and service requests, escalating those which you cannot resolve in a timely and efficient manner. Keep open tickets up to date and communicate updates with customers. Deliver an exceptionally high level of customer service to all our clients. Always take that extra step to exceed customer’s expectations. Produce accurate and detailed technical documentation. Update documentation produced by others. Actively contribute to on-going process improvement within the service desk Perform other duties or special projects as assigned Documenting solutions and workarounds to problems   Salary: Negotiable, depending on experience. Other benefits:           Pension and Medical aid contributions (10% of salary after successful probation period) Please do not apply for this role unless you meet the minumum criteria of having previously worked in a Service desk environment for a minimum of 1 year.