Service Desk Consultant

3 days ago

Midrand, South Africa Advanced Projects and People Full time

**Job description**
- Providing remote support to all client users utilising the given remote tools, by resolving all non-hardware related incidents.
- Assisting with Incident and Problem management by identifying and reporting re-occurring errors/problems to the relevant support parties.
- Identifying and reflecting in Service First all Domain controllers that are offline and re-assigning incidents.
- Identifying and reflecting in Service First all switched and/or routers that are offline and re-assigning these incidents to the relevant support teams within client.
- Identifying and reflecting in Services First all regions where problems are being experienced on the client WAN for whatever reasons and re-assigning these incidents to the relevant client support teams.
- Ensuring that all incidents logged in Service First are resolved remotely within the back office’s service level agreement.
- Ensuring that incidents logged in Service First that cannot be resolved remotely, are re-assigned to the relevant parties timeously.
- Attending to all problem related incidents that have been logged in Service First by the Service Desk front office and not resolved within the set service level agreement.
- Ensuring that client staff members are informed/updated regarding the status of their outstanding and unresolved incidents, and that the possible issues are escalated timeously to all the relevant parties.
- Investigating and analysing root causes as well as problem re-occurrences, in order to assist with Incident and Problem management.
- Monitoring and delivering Service Desk outputs.
- Utilising various resources to resolve critical and complex system incidents within the client and analysing, recommending and implementing solutions to complex incidents using their specialist in-depth knowledge.
- Assist in determining/identifying the root cause of an incident.
- Restore/resolve the incident remotely or re-assign it to the applicable area for further investigation and resolution.

**Desired Experience & Qualification**
- + 3 years of Service Desk / Help Desk Consultant
- IT Related qualification
- Comfortable working in shifts

**Job Types**: Full-time, Temporary

COVID-19 considerations:
Common surfaces are sanitized regularly

Ability to commute/relocate:

- Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- service desk / help desk consultant: 3 years (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)

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