IT Helpdesk Technician L1 DBN
Found in: beBee jobs ZA - 1 week ago
Job title : IT Helpdesk Technician L1 DBN jobs in KwaZulu-Natal
Job Location : KwaZulu-Natal, Durban
Deadline : April 19, 2024
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Job Description
We Want You:
You Bring:
Relevant information technology qualification.
A minimum of 1 Year of experience in IT Helpdesk environment.
A+ or N+ certification (advantageous).
ITIL Foundation certification (advantageous).
What You'll Do:
Technical support
Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
Management of any and all escalations relating to IT infrastructure.
Provide day-to-day technical support for all Hollywood Group/Betsoftware services and third-party products.
Ensure all Incoming calls are handled professionally and in a timely manner.
Administer, install, configure and troubleshoot the MS operating systems and products installed on those systems including Office 365.
Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
Installation and maintenance of network and standalone printers.
Troubleshoot network connectivity including LAN, WAN and Hardware related faults.
Provide assistance with upgrading / maintaining antivirus products.
Troubleshooting of VPN connections using Fortinet solutions.
Troubleshoot hardware related faults.
Provide basic end user training.
Adhere to clearly defined Escalation Matrices and ITSM RACI.
Administration
Management of customer contact to provide service excellence.
Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
Log all time correctly and accurately in the ticketing system.
Customer Centricity
Feedback to customer on status of all unresolved queries.
Ensure protection of all user's data in compliance with company policies.
Team Work
Constructively participate as a member of the wider IT Department.
Undertake any other tasks or once-off projects which may be assigned from time-to-time.
Demonstrate professional skills and a high standard of integrity.
Key skills/attributes/position specific competencies:
The following indicates what would typically be expected for this role at a competent level:
Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
Excellent written and verbal communication skills especially writing professional reports.
Strong telephonic and written etiquette.
Information technology system support skills.
Excellent Microsoft Office skills.
Professional and punctual approach.
Commitment to customer service and exceptional attention to details.
High level of integrity and confidentiality.
Able to work under pressure.
Self-motivated.
Problem-solving.
Able to work on a rotational shift basis to cover weekend support. There will be night shifts rquired, including graveyard shifts.
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