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Service Desk Engineer

4 weeks ago

Johannesburg, Gauteng, South Africa Telesure Investment Holdings Full time
Job title : Service Desk EngineerJob Location : Gauteng, JohannesburgDeadline : March 11, 2025Quick Recommended Links
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Job Purpose

  • Contributes to the organisational goals by delivering an efficient IT desktop service by supporting and resolving operational issues and suggest improvements within the parameters of the IT capabilities. Identify trends which will lead to innovation and continuous improvement.

Responsibilities

User Support

  • Provide advice and assistance to users to resolve basic queries and more complex queries when required and ensure the applications/website capabilities are well understood by the business. May manage a help desk team.

Information and Business Advice

  • Resolve complex queries from internal or external customers or suppliers by providing information on SOPs and self-help procedures, referring the most complex issues to others.

Customer Service

  • Provide a quality service to customers. Responsibilities may include dealing with complex queries and investigating and resolving customer problems.

Client & Customer Management (Internal)

  • Help manage internal clients by carrying out standard activities and providing support to others.

Operational Compliance

  • Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Solutions Analysis

  • Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.

Work Scheduling and Allocation

  • Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Administration

  • Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Personal Capability Building

  • Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education

  • School Grade 12  (Required)

Experience

  • 2 years' service desk support experience within a medium to large corporate (Essential).
  • ICT jobs