Service Desk Engineer (1st line)

SUMMARY:
Service Desk Engineer (1st line)

POSITION INFO:

We have a great opportunity for a Service Desk Engineer.

As a remote Service Desk Engineer, your role will be crucial in delivering high-quality technical support to clients by swiftly resolving issues, maintaining IT systems, and providing exceptional customer service. We are looking for candidates who have a solid technical background, effective communication skills, and a proactive mindset to tackle problems efficiently and effectively.

Duties will include, but not limited to:

• Providing first-line technical support to end-users via phone, email, or in-person
• Addressing hardware, software, and network-related issues promptly and efficiently.
• Diagnosing and resolve technical issues
• Utilizing appropriate tools and resources
• Escalating complex problems to the appropriate teams when necessary Log, track, and prioritize support requests using ticketing systems and ensuring timely resolution and maintaining accurate records of all interactions.

• Reviewing tickets on our service desk platform
• Ensuring platform is updated on ticket progress
• Ensuring tickets are completed timeously
• Ensuring summary of work has been completed on the ticket
• Creating summary of work completed and sent back to client
• Logging and tracking the details of customer requests and problems as tickets if clients contact you directly
• Ensuring platforms are authenticated
• Identifying types, categories, severity and urgency of tickets
• Responding to customer queries via call/message with prompt, accurate and courteous replied
• Trouble shooting software issues
• Assigning hardware issues to Field engineers
• Liaising with third party vendors when required
• Researching issues that cannot be resolved

Qualifications and Experience:

• Matric plus Diploma in Computer Science / Information Systems or engineering
• Min 3 years relevant working experience as a Service Desk engineer (1^st Line) in the ICT space
• Must have own vehicle and driver’s license
• Excellent communication skills
• Exceptional client services experience
• Detailed orientated
• Computer literate
• Well experience hardware and software

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.

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