Senior Service Desk Technician

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.