IT Service Desk Consultant

2 weeks ago


Pretoria, Gauteng, South Africa CareerfinderZA Full time

Key Performance Area:

  • Assisting with writing, editing, and revising training manuals for new and updated software and hardware
  • Providing technical assistance for questions and problems
  • Diagnosing and identifying system errors and other issues
  • Following up with customers to ensure full resolution of issues
  • Requesting feedback and/or monitoring calls and other methods of correspondence
  • Running reports to analyse common complaints and problems
  • Assisting with Installing or changing software to fix issues
  • Remotely accessing hardware or software for clients to make changes and fix problems
  • Follow up with vendors / suppliers regarding the state of support tickets
  • Ensure tickets are logged correctly for support within the company and with suppliers/vendors
  • Complete daily checklists and escalate concerns accordingly
  • Monitor monitoring tools for alerts and direct, escalate or resolve accordingly
  • Ensure systems are monitored on relevant monitoring tools
  • Problem and incident management
  • Manage status reporting on support activities
  • Provide status updates to relevant stake holders
  • Monitor security solutions to ensure proper operations and deployment
  • Source quotes for products related to IT

Minimum Requirements:

  • Minimum of 3 years in a service desk/IT Support role
  • Matric / Grade 12 or equivalent required
  • Good Computer Skills and the Ability to Troubleshoot and Diagnose Problems
  • Familiarity with PC Hardware, Software and computer networks
  • Experience in a Service Desk environment or working on a Service Desk
  • Ability to Communicate Effectively to help customers with their issues
  • Writing and Editing Skills to assist in writing and updating manuals
  • Microsoft Office and related packages
  • Strong customer service orientation
  • Detail and quality focus
  • Emotional maturity
  • Systemic and Critical thinking


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