T07 - Technician: Service / Helpdesk (Thungela) at Altron Bytes Systems Integration

Job Description

• We are looking for a Helpdesk Service Technician who will be responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provide basic telephonic training on these systems when required. You will further escalate more complex problems but may manage the incident to completion. Identify interim and long-term solutions and provides regular updates to the Senior Problem Analyst.  Participate in internal forums and work groups to contribute to the methodology and standards.

Key Performance Area

• Ensure that each incident/request is immediately logged
• Ensure that all the incidents / requests are responded to within required SLA
• Ensure calls are recorded in the Remedy system, accurately documented and categorised
• Ensure that contracted customer Service Level Agreements are met
• To ensure all unassigned calls are timeously assigned to the relative person or correct team.
• Provide first line support where possible. (Reset passwords and account unlocks)
• Assign to the appropriate person, department, or vendor for resolution if not able to resolve on a first contact
• Adhering to company processes and procedures
• Respond to all phone calls and emails received
• Keep customer informed of the status of tickets assigned to the Service Desk
• Provide feedback to customer when following up on tickets assigned to the various support teams
• Always maintain a professional Service Desk image
• Work effectively as part of a team and seek to support the team’s goals
• Continuous broadening own technical, functional, and industry skill base
• Engaging in formal and informal knowledge transfer
• Performing related work as required
• Building good relationships with customers
• Keep all relevant staff informed of any perceived trends, positive or negative, in the phone calls and emails being received
• Update Team Leader or Service Desk Manager immediately of any unresolved issues, escalations, and general issues to avert crises
• Be able to diagnose hardware and software related issues
• Ensuring that response times are kept within the parameters set in the SLA
• Perform administration duties and ensure documentation is updated and completed on time

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric (Grade 12)

Professional Qualifications

•  A+ and N+ (essential)
• Service Desk Analyst
• ITIL Foundation Certification (V3 or 4)

Years of Experience

• 1-2 Years working experience (advantageous)
• 1-2 Years IT Service Desk Operations/ Call Centre Experience (advantageous)

Other requirements

• Strong Communication (Written and Verbal) - Clear, concise, good command and conveyance of language
• Service quality orientated
• Good Interpersonal Skills
• Compliance
• Be patient and able to handle conflict.
• Excellent prioritisation skills
• Excellent client engagement skills
• Time management skills
• Customer focused
• Process and procedure driven
• Strong analytical and problem-solving skills
• Self-Motivated and able to work with minimum supervision and to strict deadlines
• Ability to follow instructions
• Ability to work independently and within teams
• Ability to impart and share knowledge and skills
• Ability to work in a fast-paced environment and under pressure