IT Service Desk Technician

2 months ago

Sandton, South Africa IDC Full time

To extend 1st level technical support to all internal stakeholders as well as customers facing problems related to hardware, software, and networking.
- Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analysing and providing solutions
- Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

**Qualification and Experience** Qualifications**
- BSc/BA in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering
- A+ certificate would be an added advantage
- N+ certificate would be advantageous

**Knowledge and Skills**
- Minimum of 3- 5 years’ experience in service desk, networking and systems administration environment
- Proven experience as a help desk technician or other customer service role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English

**Roles and Responsibilities**
- IT Service Desk Technician is the first level point of contact for customers to obtain technical support.
- To install, assess, troubleshoot, maintain, and upgrade computers, all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems.
- Determine the best solution, research if required, based on the issue and details provided by customers
- Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards
- Walk the customer through the problem-solving process
- Provide 1st level support on Audio Visual queries and escalate to Service Desk Technician II or AV Technician if unable to find resolution.
- Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation.
- Direct unresolved issues to the next level of support - IT Service Desk Technician II
- Provide accurate information on IT products, services, and assets.
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and recommend possible improvements on procedures.
- Relay feedback or recommendations by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Direct unresolved issues to the next level of support

**Job Requirements** TECHNICAL COMPETENCIES**
- Strong Technical ability
- Customer Insight and Focus
- Analytical & Diagnostic Skills
- Solution Generation / Problem Solving
- Listening and Communication Skills
- Stakeholder Management
- Self-motivated and self-driven
- Adaptability & Agility

**BEHAVIOURAL COMPETENCIES**
- Negotiation & Influencing
- Planning & Organizing
- Focused
- Communication skills

Job Reference: IDC00368

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