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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