Technician Service Desk
Listing reference: track_000598
Listing status: Closed
Apply by: 20 September 2021
Position summary
Industry: Telecommunication Services
Job category: IT and Telecommunications
Location: Randburg
Contract: Permanent
EE position: Yes
Introduction
TRACKER requires the services of a Service Desk Technician Tier 1. We require a self-starter with an engaging personality and good customer service orientation. The successful candidate will be required to manage the first line of service provisioning by the IT Department.
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