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    IT Service Desk Agent - Johannesburg, South Africa - RTT

    RTT
    RTT Johannesburg, South Africa

    Found in: Talent ZA 2A C2 - 1 week ago

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    Description

    PURPOSE

    Maintain and Support Information Technology Systems at RTT Group Branches and Customer Sites

    JOB OUTPUTS AND KEY PERFORMANCE INDICATORS

    1. Daily Tasks

    • Weekly rotational shift
    • Ensure your on-time arrival and availability on site at the RTT JetPark.
    • Perform various tasks as delegated by operations manager or supervisor.
    • Answer inbound telephone calls within 30 seconds.
    • Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request.
    • Ensure tickets are accurately updated with details (investigation notes, and technical details).
    • Ensure assigned tickets are proactively managed and updated frequently.
    • Ensure clients and users receive updates on calls logged.
    • Verify, review, and allocate tickets in the inbound unassigned queue.
    • Ensure tickets are completed as per the Incident Management and Service
    • Request Management processes.
    • Create, Review and update knowledge base and standard operating procedure documents regularly.
    • Major incidents are escalated to either the service desk supervisor or operations manager and/or escalated to Infrastructure or Development teams where applicable.
    • Build and maintain professional relationships with customers and users.
    • Systems Monitoring and escalation - NOC (Network Operations Centre), Servers.
    • Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).
    • Maintenance on equipment to improve equipment condition and lifespan.
    • Cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE (on rotational shifts).
    • Second line or desktop support (on rotational shifts).
    • Work cohesively and contribute to the success of the team.
    • Adhere to and comply with NWOW standards (Job cards, project admin and any future changes to be implemented).
    • Comprehensive handover to next operator on shift.
    • Tidy and maintain work area.

    2. Quality

    • Aid in maintaining relevant quality accreditations throughout the business (e.g., ISO9001).
    • IT hardware audits (sites and branches).
    • Ensure that technical and functional standards are adhered to. Report any suspicious or unauthorised activity.
    • Interact with users on a regular basis to establish new and/ or future requirements.
    • Ensure active communications and drive a high performing service orientated and collaborative culture in division, between divisions, and support functions.
    • Drive continuous improvement within area of accountability whilst ensuring compliance to applicable statutory and regulatory requirements.
    • Reporting: Daily, Weekly or Monthly reporting on Projects and IMACD to Regional IT Support Manager.
    • Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).

    3. Support

    • Deal with first line support queries at RTT Group branches and client sites. As received or assigned via the call logging methods.
    • Provide remote, telephonic or in person support to RTT Group staff and customers within SLA.
    • Create, Review and update knowledge base and standard operating procedure documents regularly.
    • Weekly contact with branches as allocated. (Check-in with BM and assist with support related queries or requests).

    4. Continuous Improvement

    Requirements (Experience Qualifications)

    • High School (matric) (Required).
    • CompTIA A+, N+ (Beneficial).
    • OEM Certification (Beneficial).
    • Azure Fundamental (Beneficial).
    • M365 Certification or 1- 2 years' experience (Install, Configure and troubleshooting).
    • Basic knowledge in server setup and maintenance beneficial.
    • ITIL Foundation (Beneficial).

    Required Skills

    • Effective communication at all levels
    • People skills.
    • Information processing skills.
    • Analysis skills.
    • Critical thinking skills.
    • Reporting skills.

    Required Competencies

    • Ability to work under pressure.
    • Self-driven and accountable.
    • Emotional intelligence.
    • Problem solving.
    • Critical thinking.
    • Judgement decision making.
    • Adapt to change.
    • Result driven.

    In view of the Employee's position and responsibilities, the Employee shall invariably from time to time be required to work after his ordinary working hours, on weekends and/or official public holidays of the Republic of South Africa.

    Rotational Shifts

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