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 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

• Infrastructure
• Servers
• Networks
• PAAS and SAAS Systems
• Security Checks

• 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

Requirements:

• 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?

Education:

• High School (matric)

Experience:

• IT Service Desk Technician: 2 years (Preferred)

Certification:

• Network+ and A+ Certification or similar?

Ability to Commute:

• Kempton Park, Gauteng