Service Desk Engineer L2 - Cape Town at Nexio

ROLE REQUIREMENT

• The logging of all requests via telephone and email accurately into the Remedy System
• Manage end to end all calls logged and providing updates to keep customers
• Include all troubleshooting notes in logged request or incident.
• Provide first line support on all customer facing challenges and try and resolve on first call.
• Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
• Identify trends by monitoring and analysing incoming calls, problems and support
• Use the required dashboards or views to track and escalate issues seamlessly
• Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching target to meet client’s
• Manage all Pending UNA requests.
• Applying pre-build images to standard devices
• Ensure the device is correctly prepared before     deployment
• Set up user profiles
• Connecting devices to the network
• Troubleshoot and repair technical desktop issues On-site or remote connection
• Support for mobile devices (Ipads, Tablets, android devices etc…)
• Security Compliance for assets
• Executive support ((Dealing with executive requests)
• Asset Management/ reverse logistics (Asset transfers and keeping the store in order)
• Asset scrapping

JOB SPECIFIC REQUIREMENTS

• Resolve as much calls on first call resolution
• Perform daily health checks in the environment to assure all systems are fully
• Identify and learn appropriate software used and supported by the organisation.
• Escalate queries beyond the scope to L3 support
• Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

• Matric/Grade12
• Excellent language command: English/Afrikaans
• Good understanding of basic IT operations (essential)
• Experience in Remedy Service Desk (advantageous)
• A+ and N+ certified
• Excellent attendance and punctuality are required