Senior IT Service Desk Technician - Sandton, South Africa - IDC

IDC

Verified Company

Sandton, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Co-ordinates and assists with the preparation of reports and measurements on the services provided by the Service Desk

Provide support and coaching to service desk technicians on customer service and technical insights and trains and coaches all new employees on customer service, technical support and policies and procedures

Qualification and Experience Qualifications**- BSc/BCOM in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering

A+, Network+/CCNA
S+ / Information Security management would be advantageous

Knowledge and Skills

Extensive experience in service desk, networking and systems administration environment
Experience in networking technologies (LAN, WLAN, WAN, VPN, TCP/IP, Switching, Routing, Proxy, etc.)
Good written and verbal communication skills
Lead technical discussions with stakeholders in a nontechnical manner
Proven experience in installing or upgrading of software
Proven ability to diagnose and resolve technical issues
Ability to listen and understand client issues and to make quick and professional determinations
Ability to work well with people and express empathy
Technical Experience requirements:
Experience in Microsoft Windows Server 2016 / 201
Proven experience as a service/help desk technician or other customer support role
Experience in Linux/Unix
Experience in database systems deployment and administration (Microsoft SQL Server, MySQL, and MS Access)
Experience in Cibecs endpoint data protection; Information Security (i.e., Anti-Virus, Anti-Malware, firewalls.); Server and Network hardware configurations and deployments
Exposure to Virtualizatiion technologies. (Hyper-V and VMware)
Experience in Microsoft Active Directory, IIS, DNS, DHCP, SMB, SQL Server

Roles and Responsibilities

Provides 1st and 2nd level support to customers via the IT Service Help Desk
Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
Deliver, analyse, and improve on support statistics.
Provide input into and assist with development of policies for approval by Manager. and keep IT Support policies up to date.
Responding in a timely manner to service issues and requests.
Providing technical support across the organisation (this may be in person or over the phone).
Administrate user identity: rest password, account expiry, group access, name change
Repairing and replacing equipment, as necessary.
Maintaining relationships with various hardware suppliers to obtain efficient levels of service and best pricing possible.
Address SLA areas of concern, evaluate service requests approaching or exceeding their SLAs and provide recommendations to adjust staff priorities.
Assist in obtaining pricing for hardware and software, either for internal use or for tenders and insurance.
Assists in the delivery of IT Procurement from stakeholders. Demonstrate knowledge of approaches to the market, tendering, and quotations for the supply of goods, services. Demonstrate a good understanding of the IDC procurement process context.
Provide imputes that will improve the ServiceDesk customer experience, turnaround time, and empowerment of ServiceDesk Technicians.
Coordinate preparation of all endpoint IT equipment insurance claims.
Ensure equipment is submitted for repairs, negotiate pricing and tracking of repairs in accordance with SLA.
Provide exceptional client service to all IDC recipients of mobile telephonic (cellular phones) hardware facilities
Manage the contracts and administration and renewals relating to these cellular phones
Follow up customersatisfaction issues and userfeedback responses. review any negative feedback or concerns clients have raised as a part of the postticket satisfaction survey.
Responsible for ensuring positive client perceptions.
Coach IT Service Desk staff on customerservice skills as well as technical issues.
Coordination of Service Desk Swift calls by allocating them to resolvers and ensuring that they get closed with the agreed SLA.
Monitor to ensure Service Desk responsibilities to create specialization and increase service delivery pace.
Review client complaints, rectify issues and liaise with appropriate departments/SBUs to handle complex issues in a bid to provide effective solutions.
Observe Service Desk operations to determine how effective they are and recommend new techniques when old ones are ineffective.
Coordination of IT assets issued to employees for the performance of their duties.
Submit knowledge document for resolutions not already contained in the knowledgebase
Implements standard procedures and proposes modifications to improve workflow
Trains and coaches all new employees to establish thorough understanding of procedures.
Takes initiative to identify and propose remedies to problems to increase efficient workflow.
Collates information, using well defined procedures, in order to