Herotel: Helpdesk Traineeships 2022
Herotel: Helpdesk Traineeships 2022 has become available in Eastern Cape for unemployed youth. If interested, kindly check the below requirements. STREAK OF LUCK!
Herotel invites applicants to apply for a 20-day Training Programme 2022.
Company: Herotel
Date Listed: 11 October 2022
Job Type: Traineeship
Location: East London, Eastern Cape, South Africa
Closing Date: 17 October 2022
Applications are invited for the HELPDESK TRAINING PROGRAMME to be based at our district office in (East London).
- Candidates that successfully complete the helpdesk training programme may be eligible to apply for Helpdesk Agent Tier 1 positions that are vacant in the region within Herotel.
- The training programme is approximately 20 days and will commence on (01 December 2022) and will take place at a Herotel office in East London.
- Accommodation and travel will be provided where required.
Key Performance Areas:
The training will cover skills and knowledge required to perform the duties of a Helpdesk Tier 1 Agent, which include;-
First contact and first call customer support:
- Offer first call resolution support to customers via telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and e-mail.
Assist walk-in clients where applicable. - Screen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required.
- Log requests through Herotel’s ticketing system, and update ticket status daily.
- Attempt to resolve the issue permanently on first call and on the same day, including following up and providing regular (minimum hourly, and no less than daily) feedback to customers.
- Regularly check Microsoft Teams and QContact for notices requiring call-backs.
Troubleshooting, problem solving and monitoring:
- Gather information through analytical trouble shooting or problem research to determine the nature of faults (including determining whether the fault is a is a customer side or WAN fault).
- Make use of troubleshooting tools such as tracert, ping, bandwidth test and RouteThis.
- Where the call can’t be resolved, escalate the call timeously to the correct person or team (either Tier 2 Agent or Team Leader/Team Captain or Technical, NOC or distribution teams).
- Identify trends with incoming calls, issues and support requests, and escalate them to the Team Captain or Team Leader immediately.
Customer-side faults:
- Provides basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems and VOIP).
Internal/network faults:
- Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a fibre PON failure, or a wireless tower failure) through gathering information and troubleshooting and escalate to NOC through ticketing system.
- Assist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).
Team support:
- Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
- Adhere to and contribute to internal technical documentation and knowledgebase.
- Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
- Work in a team and collaborate to improve customer support.
- Research and remain up to date with current industry and technologies and share learnings with the team.
- Become familiar with department policies and SOPs.
- Learn to use company software programmes, tools.
- Attend and participate in team MOS (management operating systems) meetings.
Competency Requirements:
- Analytical thinking
- Communication skills (verbal and written)
- Customer orientation (building rapport, handle complaints)
- Continuous learning ability (including technical aptitude)
- Follow up
- Problem solving and resolution
- Teamwork
- Inter-personal relations
- Time management
Knowledge, Skills and Competencies:
- Have an interest in Networking, ICT and Telecommunications technology and industry.
- Have an interest in troubleshooting in a networking environment.
- Basic understanding of PC hardware setup and configuration advantageous.
- Ability to work independently, including remotely (when required).
- Must be willing to work shifts, including evenings and weekends.
- Ability to work under pressure and according to specific call resolution targets.
- Microsoft Office (outlook, Teams – required, Word and Excel advantageous).
- Proficient in English (written and verbal), second language preferable.
Education Requirements:
- Grade 12
- ICT qualification advantageous
How to Apply for Herotel: Helpdesk Traineeships 2022
CLICK HERE TO APPLY ONLINE FOR HELPDESK TRAINING PROGRAMME
Share the opportunity and never pay for any job / internship / learnership / traineeship / in-service training / bursary opportunities whatsoever – it merely takes you to apply for employment not your money.
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