ASG IT Support Services

IT Service Desk Technician

IT Service Desk Technician (Helpdesk 1st Line Support)

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.

Job Type: Full-time


  • A good understanding of Office 365 administration Example: Licence assignment, Mailbox storage and archiving configurations, Mailbox Setup
  • 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.
  • A minimum of 2 year’s experience as a Helpdesk Technician, supporting 1st line tickets
  • Experience with Domains: Joining a workgroup to a Domain, resetting user passwords, enabling or disabling accounts?


  • High School (matric)


  • IT Service Desk Technician: 2 years (Preferred)


  • Network+ and A+ Certification or similar?

Ability to Commute:

  • Kempton Park, Gauteng