IT Service Desk Operator X8

1 month ago


Centurion, Gauteng, South Africa Datacentrix Full time
Datacentrix's job vacancy, Career and Recruitment

Job title : IT Service Desk Operator X8 jobs in Gauteng

Job Location : Gauteng, Centurion

Deadline : May 03, 2024

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Managed Talent Solutions a division within Datacentrix is looking for 8 Service Desk Operators for one of their client based in Centurion. This is a month contract. The Service Desk Operator will be responsible for logging the call and ensuring that the respective call is assigned to the team responsible for its resolution.

Education and Skills Required:

Matric plus Diploma in Information Technology or related field
ITIL certification
Understanding of different network topologies
Experience using Service Desk (Helpdesk) applications such as Remedy
Experience and/or skills in desktop support
Networking skills (must have understanding of the following Cisco routers, Satellite networks, Switches)
Good knowledge of hardware and software support and installation
Knowledge of Symantec Endpoint Protection edition (i.e. installing, updating definitions files etc.)
Good knowledge of tools such as SCCM, Remote Desktop, TeamViewer etc. for remote support
Troubleshooting and problem solving technical issues
Good working knowledge on Microsoft desktop products (i.e. Internet Explorer, Microsoft Office, Outlook, WSUS, etc.)

Responsibilities:
Logs calls on Remedy tool for incidents, problems and requests
Serves as the first point of contact for all incidents
Ensures all incidents are understood, logged, resolved, assigned to the appropriate domain and closed
Answer user telephone calls and log issues that users are experiencing
Provide first line support on any IT or system issues experienced by the users
In cases where they are unable to resolve the problem, they will have to direct the caller to the relevant person that will resolve the issue
Follow-up with the respective technicians or system owners to ensure that user calls are resolved
Provide feedback to the users on the status of their calls
Logs all incoming calls, and ensures sufficient information is recorded
Informs the user of how the incident will be resolved, handled
Identifies the severity and priority of all problems
Communicates to the appropriate level with the client, explaining severity of problem, the resolution, and an estimated time for service recovery

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*IT Service Desk Operator X8 in Centurion

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