Service Desk Manager

4 weeks ago


Parktown, South Africa African Arete Full time

We are seeking a Service Desk Manager for our client site in Parktown, Gauteng.

Requirements
- Grade 12
- Diploma in IT
- Microsoft Office 365
- Install, Configure and Maintain Windows OS on Desktops.
- Install and configure Applications (Microsoft, inhouse and 3rd Party Applications)
- Monitor and manage threats and vulnerabilities on Trend Vision One Console.
- Investigate and respond to SOC requests and alerts.
- 17:00-8:00 weekday, weekend, and public holiday standby support.
- Field services for home workers in coastal areas.
- Manage Zscaler internet proxy.
- Ensure Antivirus is updated and respond to infected workstations.
- Log calls with Vendors for Network outages.
- Analyse call logs to discover any underlying issues or trends.
- Diagnose and solve hardware or software faults.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solutions based on the issues and details provided by customers.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Identify and suggest possible improvements on procedures.
- Take ownership of user problems and be proactive when dealing with user issues
- Professionalism when interacting with clients.
- Inventory Management
- License Management - limited to assigning licenses.
- Change Management
- Release Management
- Patch Management
- Data Centre Management
- Reporting:

- Weekly Logs and Queries Report.
- Monthly Jira Report.
- Quarterly Service Desk Performance Report.
- Trend Micro Analysis
- Manage and control 3G Sim cards and usage.
- Monitor your call stats, with a focus on:

- All calls to be handled within SLA.
- First time fix (i.e. No call backs).
- Monitor calls not closed.
- Identify trends for improvement in service delivery and communicate this through the SDM.

Salary to be discussed

Position - Contract


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