IT Service Desk Agent

SUMMARY:

PURPOSE

Maintain and Support Information Technology Systems at RTT Group Branches and Customer Sites

JOB OUTPUTS AND KEY PERFORMANCE INDICATORS

1.     Daily Tasks

• Weekly rotational shift
• Ensure your on-time arrival and availability on site at the R...
  
  

  POSITION INFO:
  

  PURPOSE

  Maintain and Support Information Technology Systems at RTT Group Branches and Customer Sites

  JOB OUTPUTS AND KEY PERFORMANCE INDICATORS

  1.     Daily Tasks

  • Weekly rotational shift
  • Ensure your on-time arrival and availability on site at the RTT JetPark.
  • Perform various tasks as delegated by operations manager or supervisor.
  • Answer inbound telephone calls within 30 seconds.
  • Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request.
  • Ensure tickets are accurately updated with details (investigation notes, and technical details).
  • Ensure assigned tickets are proactively managed and updated frequently.
  • Ensure clients and users receive updates on calls logged.
  • Verify, review, and allocate tickets in the inbound unassigned queue.
  • Ensure tickets are completed as per the Incident Management and Service
  • Request Management processes.
  • Create, Review and update knowledge base and standard operating procedure documents regularly.
  • Major incidents are escalated to either the service desk supervisor or operations manager and/or escalated to Infrastructure or Development teams where applicable.
  • Build and maintain professional relationships with customers and users.
  • Systems Monitoring and escalation - NOC (Network Operations Centre), Servers.
  • Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).
  • Maintenance on equipment to improve equipment condition and lifespan.
  • Cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE (on rotational shifts).
  • Second line or desktop support (on rotational shifts).
  • Work cohesively and contribute to the success of the team.
  • Adhere to and comply with NWOW standards (Job cards, project admin and any future changes to be implemented).
  • Comprehensive handover to next operator on shift.
  • Tidy and maintain work area.
    

  2.     Quality

  • Aid in maintaining relevant quality accreditations throughout the business (e.g., ISO9001).
  • IT hardware audits (sites and branches).
  • Ensure that technical and functional standards are adhered to. Report any suspicious or unauthorised activity.
  • Interact with users on a regular basis to establish new and/ or future requirements.
  • Ensure active communications and drive a high performing service orientated and collaborative culture in division, between divisions, and support functions.
  • Drive continuous improvement within area of accountability whilst ensuring compliance to applicable statutory and regulatory requirements.
  • Reporting: Daily, Weekly or Monthly reporting on Projects and IMACD to Regional IT Support Manager.
  • Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).

  3.     Support

  • Deal with first line support queries at RTT Group branches and client sites. As received or assigned via the call logging methods.
  • Provide remote, telephonic or in person support to RTT Group staff and customers within SLA.
  • Create, Review and update knowledge base and standard operating procedure documents regularly.
  • Weekly contact with branches as allocated. (Check-in with BM and assist with support related queries or requests).
    

  4.     Continuous Improvement 

  Requirements (Experience Qualifications)

  • High School (matric) (Required).
  • CompTIA A+, N+ (Beneficial).
  • OEM Certification (Beneficial).
  • Azure Fundamental (Beneficial).
  • M365 Certification or 1- 2 years’ experience (Install, Configure and troubleshooting).
  • Basic knowledge in server setup and maintenance beneficial.
  • ITIL Foundation (Beneficial).

  Required Skills

  • Effective communication at all levels
  • People skills.
  • Information processing skills.
  • Analysis skills.
  • Critical thinking skills.
  • Reporting skills.

  Required Competencies 

  • Ability to work under pressure.
  • Self-driven and accountable.
  • Emotional intelligence.
  • Problem solving.
  • Critical thinking.
  • Judgement decision making.
  • Adapt to change.
  • Result driven.

  In view of the Employee’s position and responsibilities, the Employee shall invariably from time to time be required to work after his ordinary working hours, on weekends and/or official public holidays of the Republic of South Africa.

  Rotational Shifts

  
  
  

   

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