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The IT Call Centre Support Technician's role as a member of our IT Call centre team is to provide a wide range of technical support to the stores in our Group. Support is generally IT or application-related and is provided utilizing WebChat and telephonic support. We use the FreshDesk ticketing system and tickets are assigned to the agents as and when they are logged by the stores. Agents are responsible for resolving the tickets within the published SLA. Qualifications & Experience: A+/N+ certification or equivalent. Experience with supporting software applications would be beneficial. Knowledge and understanding of computers & peripherals are important. Experience working in a team of technical support agents. Key Competencies: Ability to analyse complex problems and propose effective solutions. Strong attention to detail and commitment to delivering high-quality outputs. Good communication and teamwork skills to collaborate effectively with cross-functional teams. Self-motivation and the ability to work independently as well as in a team environment. Ability to communicate well telephonically. Ability to work under pressure and work independently. Available to work on weekends and public holidays when required. Good troubleshooting skills. Key Responsibilities: Provide a high level of technical support to our stores. Accept responsibility for resolution within the SLA of tickets assigned. Assistance with the configuration of computer equipment. Support of in-house software applications used by stores. Assist other team members if required. Liaise with other teams within the group when necessary.
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