Palabora Mining Company (PMC)
Job Description
The primary function of the Service Desk Engineer is to respond to incoming support calls and emails in a timely manner ensuring that all support requests are logged, an appropriate response priority assigned and resolved or escalated.
Key responsibilities will include:
Responding to incoming support calls via ITSM application, phone, email and walk-ins according to call centre management principles. Site visit may be required.
Working with Service Desk tools and incident / problem / request / change processes.
Troubleshoot and provide first line support to end users for all IT related support requests related to desktop, laptop, network, printer, peripherals, IT applications and systems.
Managing user accounts (Active Directory, Microsoft 365, SCCM and SAP).
Writing, updating, and maintaining documentation (TWI documents).
Analysing 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.
VPN user management (internal and external) support.
Mobile device configuration.
Participate in IS&T Projects.
Intrinsic Qualities:
Demonstrated customer services skills.
Excellent communication (written and oral) and interpersonal skills.
Displaying appropriate team member skills.
Self-motivated and quality focused.
Excellent diagnostic and problem management skills.
Customer delivery focused and problem solver.
Excellent understanding of customer’s key business drivers.
Ability to prioritize in a multiple customer environment.
Qualifications & Experience:
National Diploma in IT.
CompTIA certified IT Operations Specialist
Knowledge of or background working with the ITIL methodology – and 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.
Minimum of 2 years’ experience in the operation of IS&T service organizations.
Valid driver’s licence.
go to method of application »
Apply via company website ( ) or