Senior Service Desk Technician

Recruiter:

Data Centrix

Job Ref:

JHB005208/Jessi

Date posted:

Thursday, February 18, 2021

Location:

Centurion, South Africa

Salary:

Market Related

SUMMARY:
Our client based in Pretoria is looking for an ITIL Foundation certified Senior Service Desk Technician to systematically interpret user problems, identify and implement solutions and drive first level resolution.

POSITION INFO:

Qualifications and Experience:

Matric and Diploma in IT or relevant NQF 5 Certificate
ITIL Foundation Certificate (Non-negotiable)
CompTIA A+ & CompTIA N+
Minimum of 3 years’ IT Experience, one year in the Service Desk experience
Microsoft Certificate
Apple''s ACMT (Advantage)
Service Desk Analyst certificate OR HDI Customer Service Representative (Advantage)
MS 365: Modern Desktop Administrator (Advantage)
Experience in ITSM Tool (Service Now)
Technical expertise
Basic knowledge of Cloud technology e.g. Azure (Advantage)
Knowledge of basic network troubleshooting
Knowledge of PC troubleshooting

Responsibilities:

Provide service desk second-tier technical support
Provides second-line investigation and diagnosis and promptly allocates unresolved issues as appropriate
Escalates complex issues to appropriate teams, outside of Service Desk, for additional support as needed
Provides advanced knowledge and expertise of most desktop related issues; trains, mentors and supports staff as needed
Mentors other Analysts on methods to improve listening skills, troubleshooting techniques, understanding and anticipating the needs of customers and providing an appropriate recommendation for issue resolution
Assist Service Desk tier-one phone coverage during peak periods/hours
Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues
Provide overall technical guidance to other Service Desk Technicians
Ensure that issues are resolved in a timely manner in order to meet defined SLA and XLA’s (customer level experience) targets

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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Senior Service Desk Technician

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