Job Description<\/p>\n
\tThe 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.\u00a0<\/p>\n
\u00a0Key responsibilities will include: \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/p>\n
\tResponding to incoming support calls via ITSM application, phone, email and walk-ins according to call centre management principles. Site visit may be required.
\n\tWorking with Service Desk tools and incident \/ problem \/ request \/ change processes.
\n\tTroubleshoot 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.
\n\tManaging user accounts (Active Directory, Microsoft 365, SCCM and SAP).
\n\tWriting, updating, and maintaining documentation (TWI documents).
\n\tAnalysing and identifying support trends and process improvement opportunities to improve IT support.
\n\tFollowing up and closure of all calls logged.
\n\tPosting system status messages regarding outages or major problems.
\n\tCompleting weekly and monthly reports.
\n\tProviding on the job training to other team members within the limits of personal knowledge and experience.
\n\tInteraction with the infrastructure team and applications team.
\n\tVPN user management (internal and external) support.
\n\tMobile device configuration.
\n\tParticipate in IS&T Projects.<\/p>\n
\u00a0Intrinsic Qualities:<\/p>\n
\tDemonstrated customer services skills.
\n\tExcellent communication (written and oral) and interpersonal skills.
\n\tDisplaying appropriate team member skills.
\n\tSelf-motivated and quality focused.
\n\tExcellent diagnostic and problem management skills.
\n\tCustomer delivery focused and problem solver.
\n\tExcellent understanding of customer\u2019s key business drivers.
\n\tAbility to prioritize in a multiple customer environment.<\/p>\n
\u00a0Qualifications & Experience:\u00a0<\/p>\n
\tNational Diploma in IT.
\n\tCompTIA certified IT Operations Specialist
\n\tKnowledge of or background working with the ITIL methodology \u2013 and IT Service Management Foundation certificate is desirable.
\n\tIn depth knowledge of general desktop computing systems.
\n\tIn depth knowledge of the Microsoft Office Suite of products. Certification will be an advantage.
\n\tBasic knowledge of ERP (SAP) for profile and security management and master data monitoring.
\n\tGood understanding of remote support software\/tools.
\n\tMinimum of 2 years\u2019 experience in the operation of IS&T service organizations.
\n\tValid driver\u2019s licence.
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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