IT Service Desk Technician
Permanent @ASG posted 1 week ago in Information Technology (ICT) Shortlist Email JobJob Detail
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Job ID 5419
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Work Model: In-Office / On-Site
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Experience Level: 2 Years
Job Description
Role Purpose:
Service Desk Technician providing first-line support to Client Sites using Remote Tools.
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.
Requirements:
- Matric
- 2 year’s experience as a Helpdesk Technician, supporting 1st line tickets (Preferred)
- Network + and A+ Certification
- Experience with Domains: Joining a workgroup to a Domain, resetting user passwords, enabling or disabling accounts.
- 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.
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Required Skills
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