Service Desk Operator

2 days ago

Johannesburg, South Africa Mediro ICT Full time

Reboots of PCs / Servers for cases where customer ask for "out of business hours action. On demand software requests Back-up checks Response to monitoring Alerts All the above and tasks are supported with training and Knowledge Articles for reference. Taking the lead in providing functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis Taking the lead in providing end to end incident and service request management to ensure customers are kept updated on the progress of their tickets where needed. Escalating to L2 where needed, related to tasks/escalations. Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the serviceoffered Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the client'sway Maintain understanding of applicable technologies in use by the client's IT Services customers to contribute to a high level of first time fix rates SPOC for fellow analysts as a SME for technical & process questions where able to advise (teamwork). Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers Engage/Take lead in “shift left” activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction IT related qualification Awareness of ITIL Framework A wide range of technical knowledge in IT; working experience & / or personal life **This would include**: P.Cs / Laptops Basic Networking Active Directory Microsoft Operating systems Microsoft Office / exchange Citrix Mobile devices

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