IT Service Desk Technician - Sandton - TalentCru

Description

Job Title: IT Service Desk Technician

Summary:

• To provide 1st level technical support to internal stakeholders and customers experiencing issues with hardware, software, and networking.
• Troubleshoot problems faced by end-users of PCs, laptops, and mobile phones by identifying issues and analyzing solutions.
• Develop and deploy solutions for computer-related problems and keep users informed about ticket/ request status and confirm resolution of client issues.

Responsibilities:

• Install, assess, troubleshoot, maintain, and upgrade computers, endpoint devices, and other equipment to ensure optimal performance.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Receive and record tickets from users through various channels as the single point-of-contact.
• Create support documentation on issue resolution to help users quickly troubleshoot problems.
• Determine the best solution based on customer-provided details and research if necessary.
• Implement routine solutions to return to required procedures and standards when deviations occur.
• Walk customers through the problem-solving process and provide 1st level support on Audio Visual queries.
• Escalate unresolved issues to Service Desk Technician II or AV Technician if unable to find resolution.
• Collaborate with peer groups to obtain cooperation and demonstrate a positive professional attitude.
• Direct unresolved issues to the next level of support – IT Service Desk Technician II.
• Provide accurate information on IT products, services, and assets.
• Follow up and update customer status and information.
• Pass on customer feedback or suggestions to the appropriate internal team.
• Identify and recommend possible improvements on procedures.

Qualifications:

• Diploma in IT/Computer Science/Information Technology or Computer Science/IT Engineering.
• A+ certificate is an added advantage.
• N+ certificate is advantageous.

Technical Competencies:

• Strong Technical ability.
• Customer Insight and Focus.
• Analytical Diagnostic Skills.
• Solution Generation/Problem Solving.
• Listening and Communication Skills.
• Stakeholder Management.
• Self-motivated and self-driven.
• Adaptability Agility.

Behavioural Competencies:

• Negotiation Influencing.
• Planning Organizing.
• Focused.
• Communication skills.