Job Summary
Our client is searching for an IT Service Desk Technician (Helpdesk 1st Line Support) to join their team in Kempton Park
Job purpose
- Service Desk Technician providing first-line support to Client Sites using Remote Tools.
Duties and responsibilities
- Validate newly created tickets from all Sources using Validation Matrixes.
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- Validate Customer Details (Contact Customer if Required)
- Validate First pass Assessment of Impact and Change if Required.
- Validate First Pass Assessment of Priority and Change if Required.
- Update the detailed description where required.
- Update System Affected.
- Create Tickets for incidents sourced from Monitoring systems. (Where Auto Creation of tickets not enabled)
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- Create tickets for sites / Systems that have outages or performance degradation.
- Validate non-pinging sites (on monitoring systems) with technicians assigned to sites.
- Contact clients to confirm site status and create associated tickets based on status.
- Respond to Clients who phone the Help Desk Number to report incidents and or request follow-up.
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- Create a Ticket for a new incident/request.
- Inform the Client that a ticket has been created and is being assigned to a technician.
- Provide the Status of the Ticket to the Client where requested.
- Inform the Service Delivery Team Leader of any High Impact / Site outage Tickets logged.
- First Line Remote Support.
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- Conduct First line checks on new tickets and resolve them with remote tools where possible.
- Update the ticket with the result of the check.
- Ensure Ticket Impact / Priority is appropriate and change if required.
- Assign Tickets that require onsite response to Field / Site Engineers.
- Inform the Technician that the ticket has been assigned via IM Tools.
- Install Systems using Remote tools
- Perform scheduled system checks via remote tools.
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- Infrastructure
- Servers
- Networks
- PAAS and SAAS Systems
- Security Checks
- Liaise with external suppliers or vendors on the following:
- Repair of equipment under warranty or maintenance contract
- Troubleshooting of software under warranty or maintenance contract
- Assist Site Dedicated and Field Technicians Where required.
- Update Check-in and Check-out System on Status Daily.
- Update Site Documentation with Changes
- Perform In-Office repairs and upgrades of Carry-in Devices (Workshop)
- Cost Repair and Communicate via quotation to the requester and update Ticket.
- Where the Cost is rejected, return the equipment to the requester and update the Ticket.
- On Approval received, Order Spares required / Obtain from Internal Stores,
- Conduct Repair / Upgrade
- Test Repair / Upgrade
- Communicates Costs to Admin for Billing
- Release the repaired device to the requestor on admin approval.
- Escalate to Team Leader – Service Delivery where required.
Education:
- High School (matric) (Preferred)
Experience:
- IT Service Desk Technician: 2 years (Preferred)
License/Certification:
- (Network+) and (A+ Certification) or similar? (Preferred)
Ability to Commute:
- Kempton Park, Gauteng (Required) transportation to work.