IT Service Desk Technician

4 days ago

Kempton Park, South Africa ASG Computers Full time

Job purpose

Service Desk Technician providing first-line support to Client Sites using Remote Tools.

Duties and responsibilities
- Validate newly created tickets from all Sources using Validation Matrixes.
- Validate Customer Details (Contact Customer if Required)
- Validate First pass Assessment of Impact and Change if Required.
- Validate First Pass Assessment of Priority and Change if Required.
- Update the detailed description where required.
- Update System Affected.
- Create Tickets for incidents sourced from Monitoring systems. (Where Auto Creation of tickets not enabled)
- Create tickets for sites / Systems that have outages or performance degradation.
- Validate non pinging sites (on monitoring systems) with technicians assigned to sites.
- Contact clients to confirm site status and create associated tickets based upon status.
- Respond to Clients who phone Help Desk Number to report incidents and or request follow-up.
- Create Ticket for new incident / request.
- Inform Client that ticket has been created and is being assigned to a technician.
- Provide Status of Ticket to Client where requested.
- Inform Service Delivery Team Leader of any High Impact / Site outage Tickets logged.
- First Line Remote Support.
- Conduct First line check on new tickets and resolve with remote tools where possible.
- Update ticket with result of check.
- Ensure Ticket Impact / Priority is appropriate and change if required.
- Assign Tickets that require onsite response to Field / Site Engineers.
- Inform Technician that ticket has been assigned via IM Tools.
- Install Systems using Remote tools
- Perform scheduled system checks via remote tools.
- Infrastructure
- Servers
- Networks
- PAAS and SAAS Systems
- Security Checks
- Liaise with external suppliers or vendors on the following:

- Repair of equipment under warranty or maintenance contract
- Troubleshooting of software under warranty or maintenance contract
- Assist Site Dedicated and Field Technicians Where required.
- Update Check-in and Check-out System on Status Daily.
- Update Site Documentation with Changes

Perform In Office repairs and upgrades of Carry-in Devices (Workshop)
- Cost Repair and Communicate via quotation to requester and update Ticket.
- Where Cost rejected, return equipment to requester and update Ticket.
- On Approval received, Order Spares required / Obtain from Internal Stores,
- Conduct Repair / Upgrade
- Test Repair / Upgrade
- Communicates Costs to Admin for Billing
- Release repaired device to requestor on admin approval.
- Escalate to Team Leader - Service Delivery where required.

**Salary**: R10,000.00 - R12,500.00 per month

Application Question(s):

- Have you got a good understanding of Office 365 administration? Example: Licence assignment, Mailbox storage, Mailbox Setup?
- Have you got a good understanding of Network Printers: setting up user profiles on printers to scan and print, installing drivers on the user's computer to connect to a printer?
- Have you got a minimum of 2 years experience as a Helpdesk Technician, supporting 1st line tickets?
- Have you got experience with Domains: Joining a workgroup to a Domain, resetting user passwords, enabling or disabling accounts?

**Education**:

- High School (matric) (preferred)

**Experience**:

- IT Service Desk Technician: 2 years (preferred)

License/Certification:

- (Network+) and (A+ Certification) or similar? (preferred)

Ability to Commute:

- Kempton Park, Gauteng (required)

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