Field Service Technician at talentCRU Proprietary Limited

About the job
The ideal candidate will have a wide range of responsibilities including responding to incoming support calls and emails in a timely manner ensuring that all support requests are logged, resolved and escalated.
Job Requirements:

• A+, Help Desk Analyst Certificate or IT Diploma
• Knowledge of or background working with the ITIL methodology
• Minimum of 1-year experience in the operation of IS&T service organizations
• IT Service Management Foundation certificate is desirable
• In depth knowledge of general desktop computing systems
• In depth knowledge of the Microsoft Office Suite of products. Certification will be an advantage
• Basic knowledge of ERP (SAP) for profile and security management and master data monitoring
• Good understanding of remote support software/tools

Responsibilities:

• Responding to all incoming emails and queries via call center management principles
• Working with Service Desk tools for change processes
• Troubleshoot and provide first line support to end users for all IT related support requests related to computer, network, printer and IT applications and systems
• Managing user accounts
• Writing, updating, and maintaining documentation (PCL documents)
• Analyzing and identifying support trends and process improvement opportunities to improve IT support
• Following up and closure of all calls logged
• Posting system status messages regarding outages or major problems
• Completing weekly and monthly reports
• Providing on the job training to other team members within the limits of personal knowledge and experience
• Interaction with the infrastructure team and applications team