The Role: Essential functions: To provide comprehensive deskside support to all EOHMS PS Contractual clients within the Operational Level agreement, perform the following roles : Problem-Solving – To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routines User Satisfaction – To ensure that the user is satisfied with the service provision Repeat Calls – To limit the number of recurring calls To repair identified problems to meet average contractual SLA requirements Remote or Telephonic Resolution. To maximize remote resolution so as to minimize site visits Productive Call Rate – To ensure that MIN of 3.5 calls (resolved) per day are done for Field Support and MIN of 5 calls per day (resolved) for Onsite Support.
SLA Achievement 100% Skills and Experience: Qualification Essential Competency: Matric A N Qualification preferred education: Other IT related Qualification Experience required: 2 years practical in-service delivery Desk top support Generalist Network SupportÂ Other: Candidate must have a valid drivers licence and a reliable vehicle.Â
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