Service Desk Agent - Midrand, South Africa - Advanced Projects and People

Advanced Projects and People
Advanced Projects and People
Verified Company
Midrand, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Introduction


The main purpose of the role is to resolve IT related issues logged via the Service Desk, remotely and telephonically.


Duties & Responsibilities

  • Providing multichannel onestop Incident Service Desk Support to customers, covering all ICT contracted services in line with SLAs.
  • Ensuring that effective Service Desk support of incidents and IMACD's as contracted by the client including other IT requirements and projects.
  • Providing account administration tasks on various platforms in line with prescribed policy, procedures and management standards.
  • Assisting clients telephonically and remotely using the remote support tools for any desktop related issues
  • Providing desktop related support.
  • Utilizing the ticketing system and ensuring that tickets are updated and closed on the system
  • Interfacing with third party Vendors.
  • Troubleshooting and supporting Windows 10.
  • Managing calls and escalating issues to the relevant second level or Line Manager.
  • Adherence to all policies and procedures.
  • Ensuring that all administrative functions are completed accurately and timeously

Desired Experience & Qualification

  • 13 years relevant experience
  • Azure / AWS certifications (preferred)
  • National Diploma or Degree in IT

Ability to commute/relocate:

  • Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)
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