IT Service Desk Technician at Sun International

Job Description

Main Purpose of the Job

• Responsible for timely and effective response to IT user queries and problems through the receipt and logging of problems; co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems; and basic telephonic coaching to users on these systems when required.

Job and Scop Responsibilities

Certifications/Accreditation/Registration/Licenses

•  Meets all requirements for a Gaming licence

Work conditions and special requirements

• Able to work shifts and weekends
• May be required to work overtime in line with operational requirements

Incident Management & Service Desk Allocations

• Respond telephonically to user issues
• Identify user information
• Log incidents / calls
• Complete checklists
• Conduct telephonic diagnostics to facilitate prompt resolution where possible
• Pick up new incidents and correctly assign to relevant engineers
• Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
• Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents

User Engagement

• Answer calls received by the service desk promptly and treat all clients with respect
• Analyses severity of the issue i.e. high, medium, low
• Elicit caller information for mandatory fields
• Capture information accurately and efficiently into the system
• Interacts with the client and provides service to resolve their individual queries
• Identifies and resolves potential service issues first time round
• Complaints, disputes and suggestions are actioned / escalated as per SOP
• Service delivered as per SOP

Job Requirements

Education

• Grade 12
• 1-Year Certification in IT or equivalent NQF Level 5 in IT
• MCSE, ITIL Foundation Certification is an advantage

Experience

• Minimum of 2 year relevant IT industry experience.
• Experience with the BMC Remedy system
• Experience with Microsoft Active Directory an advantage
• Experience with hospitality and gaming systems an advantage

Core Behavioural Competencies

• Problem solving
• Assessing and evaluating information
• Initiative
• Decision-making skills
• Customer service

Technical Competencies

• Technical acumen
• Risk Management skills
• Listening skills
• Telephone skills

Accreditation / Registrations / Licenses

• Meet the requirements for a gaming licence.

 Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.

 Know How

• Requires specialised knowledge of techniques, equipment and processes relating to IT practices, equipment, applications
• Short term planning within a 3-months timeframe involves conducting
• Perform the organisation, planning and prioritisation of tasks for self to ensure that work gets done efficiently and within budget constraints;
• Interact with clients and other functions and teams with regards resolving technical issues.

Problem- Solving

• Think and apply business acumen and sound common sense in the implementation of multiple, at time substantially different procedures, standards and precedents.
• Interprets client issues and resolve directly or escalates to manager as required
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving client queries.