Service Desk Technician

 

Recruiter:

Insight Personnel

Job Ref:

JHB000167/Insig

Date posted:

Monday, September 12, 2022

Location:

Randburg, South Africa

Salary:

R13 000


JOB SUMMARY:
The Service Desk Technician is responsible for handling first and second level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, VoIP, Access Control, CCTV and vendor specific hardware and software.

JOB DESCRIPTION:

Basic Functions:
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
  • System documentation maintenance and review.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Additional Duties:
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses
  • Understand processes by completing assigned training materials
  • Enter all work as service tickets in required time keeping program.
  • Will be required to work after hours and weekends based on an agreed monthly schedule between technicians.


Knowledge, Skills, and/or Abilities Required
  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Qualification and Experience:
  • Fluent in English
  • BA/BS, preferably in computer science or a related field.
  • MBA/MS preferred but not required
  • 3 years of IT or related experience.

Non-negotiables for the position
  • Employee must have their own cellphone in good working condition
  • Employee must have a valid driver’s license and a vehicle to use
  • Employee will be based in Strydom Park, Randburg (full time) – no work at home option.

 

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



 

 

 

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