Closing Date:

21 June 2019

Job Summary:

The primary aim of this role is to provide effective and professional technical support to all customers and provide comprehensive solutions via telephone and email.




Unique Reference:

HDA 01

Key Performance Areas:

  • Helpdesk support incoming and outgoing calls
  • VoIP support
  • Troubleshooting over phone and remote control
  • Call referral and managing ticketing system

Key Performance Indicators:

  • Assisting clients with basic setup and feature configurations via email and telephone
  • Troubleshoot phone functionality and ensure they are working order
  • Assist users with implementing, configuring and coding of telephone directory
  • Assisting and advising clients with correct firmware updates for specific platforms
  • Liaising with VoIP 2nd line support on unresolved support issues
  • Ensure VoIP escalations to 2nd line support contain detailed information
  • Assisting 2nd line support with full feature test on general firmware releases
  • Assisting 2nd line support with adding/removing MAC addresses on the Yealink RPS system for Yealink reworks
  • Ensuring that all escalated queries are attended to by 2nd line support and resolutions are comprehensible
  • Advise clients on capabilities of different phone models
  • Handling all incoming calls as well support emails for call desk support
  • Meeting first contact resolution
  • Capture calls and warranty requests on the call logging system
  • Identify and report any product related trends found regarding incoming support calls
  • Adding useful, accurate and technically correct support items to the knowledge base to assist with future queries/troubleshooting/training/call deflection strategies
  • Use the knowledgebase (KB) in order to improve efficiency of the helpdesk while also ensuring high quality information is provided to the end-user

During your employment you shall be obliged to faithfully and diligently carry out the lawful instructions of the company and always use your best endeavours to promote the best interests of the company.

Should the company introduce new methods of working and/or new technology you will be required to co-operate with these changes adapting to new methods of working and/or technology and undergo training as the company directs.

The company reserves the right to vary duties and responsibilities of the staff to suit the future needs of the business giving fair notice in writing.

Education and Qualifications Required:

  • Grade 12
  • N+ or ICND1


Experience Required:

  • 2+ Years in a technical helpdesk support role (non-negotiable)
  • Experience in an IT/ICT company


Required Skills, Knowledge and Personal Characteristics:

  • Effective computer skills
  • Excellent communication (verbal, written & listening)
  • Problem solving skills
  • Must be solution driven
  • Well organized
  • Detail orientated
  • Forward thinking & proactive
  • Energetic and positive


Please send your CV to and reference the job title in the subject line.