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  • Call Centre Escalations Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below is the requirement

    • 2 years helpdesk/call centre experience
    • Matric and or Tertiary qualification
    • Ability to handle escalations relating to any procedures and processes on the services and products offered
    • Minimum 2 year experience, understanding and enforcement of SLA adherence
    • Working knowledge of CRM tools
    • Basic network understanding
    • Understanding of websites advantageous
    • Knowledge of MS Office with intermediate to advanced knowledge on Excel
    • ISP experience advantageous
    • Problem solving abilities
    See more

    SalaryMarket Related

    Work TypeContract

  • Inbound Technical Customer Service Representative

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below are the requirements 

    • Proven Product Knowledge and experience in an ADSL/Wireless environment
    • 2 years inbound call centre experience
    • Valid matric 
    • Thorough Understanding of internet and email.
    • Basic knowledge of computer hardware and software.
    • Knowledge of operating systems, e.g. Windows 95, 98, Me, 2000, XP, Vista, Windows 7 and MAC
    • IT qualification will be an advantage (A+ Course/MCDST preferable)
    See more

    SalaryR10 000 p/m

    Work TypeContract

  • Technical Service desk Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

      JOB PURPOSE

      The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

      Below are the requirements

    • 2 years Technical experience
    • Valid Matric
    • Proven product knowledge and experience in an ADSL/Wireless and FTTH environment
    • 2 years call centre experience
    • Thorough understanding of the internet and email.
    • Basic network understanding, websites as well as servers
    • Knowledge of MS Exchange, MS Office
    • IT qualification will be advantageous (A+ Course/MCDST preferable)
    • Experience in the support of connectivity (Dial, ADSL, Wireless

    See more

    SalaryMarket Related

    Work TypeContract

  • Service Desk Consultant

    Merchants Recruitment

    on 2019/09/04

    Ferndale, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

                                                   KEY PERFORMANCE AREAS                                         

    1. Client/Customer

    • Responsible for receiving, validating and logging client requests.
    • Tracks request/s and determine current activity on the request/s.
    • Analyses and interpret the request to ensure the classification, prioritisation and escalation of the request is correct.
    • Works closely with colleagues to ensure the swift resolution of faults.
    • Responsible for receiving, validating and logging client requests.
    • Captures the detail of the request and providing first-line support if required.
    • Acts on requests logged by Service Delivery Service Desk Administrators /Coordinators.
    • Meets client SLA commitments.
    • Tracks requests and determines current activity on it and update task details.
    • Provides regular updates to clients.
    • Analyses and interprets requests ensuring that the classification, prioritisation and escalation of the requests are correct.
    • Identifies and escalates requests and exceptions where necessary.
    • Provides swift resolution of faults.
    • Keeps client updated on the progress in relation to the resolution of the fault.
    • Interacts with necessary internal stakeholders.
    • Responsible for managing requests through to resolution within the SLA conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution.

    2. Reports

    • Responsible for producing breach and other reports that are necessary for the correct operation of our processes.
    • Need to identify failures and short-comings in the current processes and escalate with recommendations.

    3. Governance

    • Communicate policies to the client with regards to support
    • Allocates all logged service requests to the correct support group/person



    Requirements

    • Minimum 3 years of customer service in the Internet Service Provider environment (ISP) (non-negotiable)
    • Matric/NQF equivalent, a tertiary qualification related to IT would be advantageous
    • A+, N+, MCSA certified -  (Server+ and MCSE preferable)
    • ITIL V3 qualification advantage
    • Knowledge in the support of servers, workstations, and related components
    • Fundamental understanding of networking (IP, WINS, DHCP, DNS, etc.)

      See more

      SalaryMarket Related

      Work TypeContract

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