Service Desk Technician
Listing reference: track_001035
Listing status: Closed
Apply by: 2 June 2023
Position summary
Industry: IT & Internet
Job category: Others: IT and Telecommunication
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
TRACKER requires the services of a Service Desk Technician based in the Technology Department in our Johannesburg Head Office. The incumbent will be responsible for providing technical support in a 1550 user environment. Skilled problem-solver, able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve, and document user help requests for desktop, laptop, mobile, network and peripheral problems.
Job description
KEY DUTIES AND RESPONSIBILITES:
· Technical Troubleshooting
· End User Training
· Virus Detection, Removal & Prevention
· IT Infrastructure & Performance Tuning
· System Upgrades & Optimization
· Security, Backup & Recovery Solutions
· Technical & User Documentation
· Relationship Management
· 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
· Relevant IT qualification (Required)
· 3 Years’ Experience in customer service-related work environment
· ITIL V4 Foundation Certified (Preferred)
· A Plus
· N Plus
· Microsoft Certified System Engineer (MCSE), Microsoft Certified Professional (MCP)
· Platforms: Windows, Mac OS X, iOS, Android
· Networking: LANs / WANs, TCP / IP, VoIP, DNS, HTTP, Wireless Network, Active Directory Domain Controllers
· Hardware: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors
· Applications: FreshService, Microsoft Azure / Netskope, InTune, MS Office O365
BEHAVIOURAL COMPETENCIES
· Analytical Thinking
· Time Perspective
· Initiative
· Decisiveness
· Planning, Organizing & Control
· Customer service
· Verbal and written Communication skills
· Ability to learn quickly
· Troubleshooting/problem-solving skills
· Ability to work under pressure
· Adaptability
· Teamwork skills
· Interpersonal skills
· Support experience
· Integrity
· Customer service skills
· Quality of work