Job Description
An exciting opportunity has become available for an IT Store Helpdesk Assistant on a fixed term contract basis of 6 months within our IT Department at our Support Centre in George
Our IT Store Helpdesk Assistant will provide basic software and/or hardware support remotely to our stores. Support includes ensuring the ongoing usability of software/hardware in our stores, high standards of customer service to ensure functional needs and data integrity at stores.
This role will require an actively engaged, positive person who has a passion for a support role. Excellent communication skills are paramount. You will be part of an IT support team who support our +400 stores.
You will work in the challenging retail environment where we are passionate about serving our 400+ Tekkie Town Stores totaling more than 3 800 staff.
This candidate must be self-motivated, passionate about support, performance and must have the high energy level required for this fast-paced, exciting, and dynamic retail environment. This is an opportunity to invest and grow your career and to be part of our dynamic Tekkie Town Team.
Key Responsibilities
- First line store telephonic support relating to hardware and software problems.
- Use good communication skills to assist stores remotely with software and basic hardware support
- Answer calls timeously and resolve at the time of the call
- Manage all email tickets as support calls
- Determine the best solution based on the issue and details provided by stores
- Walk the store through the problem-solving process
- Direct unresolved issues to the next level of support personnel (Email necessary 3rd party)
- Record events and problems and their resolution in logs
- Follow-up and update stores on status and information
- Log, action and close all support tickets
- Manage open support tickets and make sure they are actioned timeously
- Support your fellow support team colleagues
- You will be required during season / public holiday time to be on support over and above your normal duties
Qualifications
- A Grade 12 Certificate/Matric
Knowledge, Skills and Experience
- 1-2 years’ experience in an IT support role / Retail Environment preferable / extensive store knowledge might override this specific requirement.
- Preference to candidates with proficiency in Business Central POS
- Excellent communication skills.
- Preference to candidates with multiple language proficiency (English/Afrikaans essential)
- Good time management
- Good teamwork, a team player
- Good Interpersonal Skills
- Motivated and Self-Driven
- Excellent Problem-Solving Skills
- Mid to Advanced MS Excel Skills
- Experience in Retail
