Service Desk Technician: Tier 1

1 week ago

Randburg, South Africa Tracker South Africa Full time

**Position summary**:
**Industry**:IT & Internet**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**EE position**:No**About our company**:
**Introduction**:
**Job description**:

- Adherence to SLA for internal/external customers
- Ensure compliance of calls logged against the call logging process
- Reporting and escalation of incidents as per agreed procedures and processes
- Assisting with Ad hoc tasks (dept. moves etc.)
- Escalate work orders to the necessary resources for resolution
- Consistent feedback and follow-ups on outstanding incidents logged to Service Desk
- Communicate outages to affected staff as necessary
- First line support for all incidents logged with Service Desk
- Ensure compliance with workstation standard
- Ensure compliance with network standards
- Support Knowledge repository
- Ensure adherence to the call logging process
- Ensure adherence to all processes and procedures

**Minimum requirements**:

- Experience, qualifications and competency requirements:

- Relevant IT qualification (required)
- ITIL V4 Foundation Certified (required)
- Incident Management certification
- A and N
- 3 Years’ Experience in customer service-related work environment
- Willing to work extended hours
- Willing to travel
- Good analytical thinking
- Good Time Management

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