Key Accountabilities

Respond to du ICT customers through email and telephone to provide information regarding du ICT Services.
Create and own the Trouble Tickets until resolution
Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents
Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary.
Ensure conduct of behavior and representation of du values at all the times.
Work collaboratively with the team to ensure company image and brand values are illustrated at all the times
Advise the manager regarding new opportunities that may be developed with current customer as well as new prospects.
Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.

Qualifications

Experience

A minimum 2 years of experience preferably in customer service within an International IT / Telecommunications organization.
Experience Service Support and or Delivery role.
Good understanding of ITIL for service management

Skills

Basic knowledge of Cloud Services (VMware and Open stack)
Keyboard proficiency and PC skills (MS Office and MS Outlook).
Customer Service focused and Sales orientated
Team player
Flexible approach towards work
Self-motivated / Self-starter
Able to work in shifts
Problem solving / Analytical skills
Strong communication skills written and verbal in one, but preferably two of the following
Languages – English

ICT Service Desk Assistant