Service Desk Technician

2 weeks ago


Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001035

Listing status:
Online

Position summary:

Industry:
IT & Internet
Job category:Others: IT and Telecommunication
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:Yes
Introduction:
TRACKER requires the services of a Service Desk Technician based in the Technology Department in our Johannesburg Head Office. The incumbent will be responsible for providing technical support in a 1550 user environment. Skilled problem-solver, able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve, and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Job description:

KEY DUTIES AND RESPONSIBILITES:

  • Technical Troubleshooting
  • End User Training
  • Virus Detection, Removal & Prevention
  • IT Infrastructure & Performance Tuning
  • System Upgrades & Optimization
  • Security, Backup & Recovery Solutions
  • Technical & User Documentation
  • Relationship Management
  • Adherence to SLA for internal/external customers
  • Ensure compliance of calls logged against the call logging process
  • Reporting and escalation of incidents as per agreed procedures and processes
  • Assisting with Ad hoc tasks (dept. moves etc.)
  • Escalate work orders to the necessary resources for resolution
  • Consistent feedback and followups on outstanding incidents logged to Service Desk
  • Communicate outages to affected staff as necessary
  • First line support for all incidents logged with Service Desk
  • Ensure compliance with workstation standard
  • Ensure compliance with network standards
  • Support Knowledge repository
  • Ensure adherence to the call logging process
  • Ensure adherence to all processes and procedures

Minimum requirements:

  • Relevant IT qualification (required)
  • 3 Years' Experience in customer servicerelated work environment
  • ITIL V4 Foundation Certified (preferred)
  • A
  • N
  • Microsoft Certified System Engineer (MCSE), Microsoft Certified Professional (MCP)
  • Platforms: Windows, Mac OS X, iOS, Android
  • N
etworking: LANs / WANs, TCP / IP, VoIP, DNS, HTTP, Wireless Network, Active Directory Domain Controllers

  • Hardware: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors
  • A
pplications: FreshService, Microsoft Azure / Netskope, InTune, MS Office O365

BEHAVIOURAL COMPETENCIES

  • A
nalytical Thinking

  • Time Perspective
  • Initiative
  • Decisiveness
  • Planning, Organizing & Control
  • Customer service
  • Verbal and written Communication skills
  • A
bility to learn quickly

  • Troubleshooting/problemsolving skills
  • A
bility to work under pressure

  • A
daptability

  • Teamwork skills
  • Interpersonal skills
  • Support experience
  • Integrity
  • Customer service
skills

  • Quality of work


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