Service Desk Technician
2 weeks ago
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
- Hardware: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors
- A
BEHAVIOURAL COMPETENCIES
- A
- Time Perspective
- Initiative
- Decisiveness
- Planning, Organizing & Control
- Customer service
- Verbal and written Communication skills
- A
- Troubleshooting/problemsolving skills
- A
- A
- Teamwork skills
- Interpersonal skills
- Support experience
- Integrity
- Customer service
- Quality of work
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