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  • Posted: Oct 2, 2024
    Deadline: Not specified
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  • Tracker South Africa was established in 1996 and currently connects over 1 million vehicles, making it the region’s dominant brand. To most people, Tracker is seen as a Stolen Vehicle Recovery (SVR) company, and while SVR is still at the core of our business, we have evolved significantly over the last 20 years. Through a culture of continuous innovation...
    Read more about this company

     

    Service Desk Technician Tier 1

    KEY DUTIES AND RESPONSIBILITES:

    • Technical Troubleshooting
    • End User Training
    • Virus Detection, Removal & Prevention
    • IT Infrastructure & Performance Tuning
    • System Upgrades & Optimization
    • Security, Backup & Recovery Solutions
    • Technical & User Documentation
    • Relationship Management
    • Adherence to SLA for internal/external customers
    • Ensure compliance of calls logged against the call logging process
    • Reporting and escalation of incidents as per agreed procedures and processes
    • Assisting with Ad hoc tasks (dept. moves etc.)
    • Escalate work orders to the necessary resources for resolution
    • Consistent feedback and follow-ups on outstanding incidents logged to Service Desk
    • Communicate outages to affected staff as necessary
    • First line support for all incidents logged with Service Desk
    • Ensure compliance with workstation standard
    • Ensure compliance with network standards
    • Support Knowledge repository
    • Ensure adherence to the call logging process
    • Ensure adherence to all processes and procedures

    BEHAVIOURAL COMPETENCIES

    • Analytical Thinking
    • Time Perspective
    • Initiative
    • Decisiveness
    • Planning, Organizing & Control
    • Customer service
    • Verbal and written Communication skills
    • Ability to learn quickly
    • Troubleshooting/problem-solving skills
    • Ability to work under pressure
    • Adaptability
    • Teamwork skills
    • Interpersonal skills
    • Support experience
    • Integrity
    • Customer service skills
    • Quality of work

    Special Requirements

    • Willing to work extended hours.
    • Willing to travel.

    MINIMUM REQUIREMENTS

    • Relevant IT qualification (Required)
    • 3 Years’ Experience in customer service-related work environment
    • ITIL V4 Foundation Certified (Preferred)
    • A
    • N
    • Microsoft Certified System Engineer (MCSE), Microsoft Certified Professional (MCP)
    • Platforms: Windows, Mac OS X, iOS, Android
    • Networking: LANs / WANs, TCP / IP, VoIP, DNS, HTTP, Wireless Network, Active Directory Domain Controllers
    • Hardware: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors
    • Applications: FreshService, Microsoft Azure / Netskope, InTune, MS Office O365

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Tracker Connect (Pty) Ltd on careers.tracker.co.za to apply

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