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IT Technician 104 views

E&D Recruiters - Johannesburg, Gauteng - A great opportunity for an IT Technician in Sunninghill The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. The Service Desk Agent is required to ensure that open tickets are properly updated by assigned support staff. The Service Desk Agent is required to work one of two shifts to ensure availability within core business hours as follows: Monday to Friday 06:00 to 15:00 and 08:00 to 17:00 Responsibilities: General requirements Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. Ability to utilize the applications for Microsoft Office for support, reporting and documentation. Excellent oral and written communication skills. Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired. Good problem solving and troubleshooting skills. Creativity, Ability to think around problems and come up with creative solutions is helpful. Ability to work with or without direct supervision. Service Desk Support Serve as the first point of contact for customers seeking technical assistance over the phone or email. Log all Service Desk tickets using the defined tracking software. Categorize and assign all tickets received on the ticket tracking system. Attempt first call resolution of incident logged on the ticket tracking system or incidents escalated over the phone. Perform remote troubleshooting through diagnostic techniques and pertinent questions on various software applications, hardware, network and telecommunications systems. Resetting of user passwords for all relevant IT systems and applications. Record events and problems and their resolution in logs Follow-up and update customer status and information Ticket Management and Co-ordination Assign tickets to relevant tier 2 and 3 support teams according to availability and skills matrix. Manage incidents, requests and problems according to IT process. Monitor updates from assigned technicians and update tickets. Monitor ticket SLA and follow-up on outstanding/pending tickets. Escalate general problems to IT Support Manager. Technical Expertise / IT Support Basic Understanding of the Web. Understanding of basic connectivity. Troubleshoot User Related Browser Issues. Browser Knowledge. Connectivity Understanding. Printer Administration Understand Printer Share Administration. Printing: Install Printer on Print Server Understand Add Remove Printers Functionality Understand Printers Management of Printer Queue Print Sharing Printer Jams Toner Issues Network Connectivity Basic Printer Functionality Understanding. How to create and remove User Boxes Scan to email Active Directory Administration User Account Administration Computer Account Administration Helpdesk system Awareness of ticket queues Quick response to tickets Managing of end user expectations and perceptions Thorough resolution of tickets Ability to train users while resolving the ticket Hardware Understanding of all devices issued to end users Ability to assign correct hardware to job function Ability to troubleshoot all hardware offered by IT Understanding of different warranties covering all devices Thorough documentation when issuing and receiving hardware Ability to perform preventative maintenance Software Imaging Desktop/Laptops Basic understanding of third party software Deep understanding of Windows 10 operating system Manual software installation IT Support Turnaround times Escalation mechanisms followed Ownership of tickets Positive interactions with end users Personal Capabilities Drive for results Dedication(Commitment) Positive can do attitude Initiative Always looking for opportunities to grow and improve capability Conforms to standards Innovative Professional Competitive Diligent Self-Motivated Qualification: Matric & A+ Experience: Customer Service in Helpdesk Environment will be an advantage Please apply via: E-mail: (Please quote Reference number: 1713) Should we not contact you within 14 days, please consider your application as unsuccessful. Companies may expire jobs at their own discretion. ONLY SA CITIZENS APPLY...



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E&D Recruiters - Johannesburg, Gauteng - A great opportunity for an IT Technician in Sunninghill The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. The Service Desk Agent is required to ensure that open tickets are properly updated by assigned support staff. The Service Desk Agent is required to work one of two shifts to ensure availability within core business hours as follows: Monday to Friday 06:00 to 15:00 and 08:00 to 17:00 Responsibilities: General requirements Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. Ability to utilize the applications for Microsoft Office for support, reporting and documentation. Excellent oral and written communication skills. Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired. Good problem solving and troubleshooting skills. Creativity, Ability to think around problems and come up with creative solutions is helpful. Ability to work with or without direct supervision. Service Desk Support Serve as the first point of contact for customers seeking technical assistance over the phone or email. Log all Service Desk tickets using the defined tracking software. Categorize and assign all tickets received on the ticket tracking system. Attempt first call resolution of incident logged on the ticket tracking system or incidents escalated over the phone. Perform remote troubleshooting through diagnostic techniques and pertinent questions on various software applications, hardware, network and telecommunications systems. Resetting of user passwords for all relevant IT systems and applications. Record events and problems and their resolution in logs Follow-up and update customer status and information Ticket Management and Co-ordination Assign tickets to relevant tier 2 and 3 support teams according to availability and skills matrix. Manage incidents, requests and problems according to IT process. Monitor updates from assigned technicians and update tickets. Monitor ticket SLA and follow-up on outstanding/pending tickets. Escalate general problems to IT Support Manager. Technical Expertise / IT Support Basic Understanding of the Web. Understanding of basic connectivity. Troubleshoot User Related Browser Issues. Browser Knowledge. Connectivity Understanding. Printer Administration Understand Printer Share Administration. Printing: Install Printer on Print Server Understand Add Remove Printers Functionality Understand Printers Management of Printer Queue Print Sharing Printer Jams Toner Issues Network Connectivity Basic Printer Functionality Understanding. How to create and remove User Boxes Scan to email Active Directory Administration User Account Administration Computer Account Administration Helpdesk system Awareness of ticket queues Quick response to tickets Managing of end user expectations and perceptions Thorough resolution of tickets Ability to train users while resolving the ticket Hardware Understanding of all devices issued to end users Ability to assign correct hardware to job function Ability to troubleshoot all hardware offered by IT Understanding of different warranties covering all devices Thorough documentation when issuing and receiving hardware Ability to perform preventative maintenance Software Imaging Desktop/Laptops Basic understanding of third party software Deep understanding of Windows 10 operating system Manual software installation IT Support Turnaround times Escalation mechanisms followed Ownership of tickets Positive interactions with end users Personal Capabilities Drive for results Dedication(Commitment) Positive can do attitude Initiative Always looking for opportunities to grow and improve capability Conforms to standards Innovative Professional Competitive Diligent Self-Motivated Qualification: Matric & A+ Experience: Customer Service in Helpdesk Environment will be an advantage Please apply via: E-mail: (Please quote Reference number: 1713) Should we not contact you within 14 days, please consider your application as unsuccessful. Companies may expire jobs at their own discretion. ONLY SA CITIZENS APPLY...



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