IT Service Desk Technician

IT Service Desk Technician

- To extend 1st level technical support to all internal stakeholders as well as customers facing problems related to hardware, software, and networking.
- Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analysing and providing solutions
- Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

Qualifications

- BSc/BA in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering
- A+ certificate would be an added advantage
- N+ certificate would be advantageous

Knowledge and Skills







- Minimum of 3- 5 years’ experience in service desk, networking and systems administration environment
- Proven experience as a help desk technician or other customer service role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English

- IT Service Desk Technician is the first level point of contact for customers to obtain technical support.
- To install, assess, troubleshoot, maintain, and upgrade computers, all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Receive and record tickets raised by users through emails, telephones, or in-person, as the single point-of-contact for any organization.






- Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems.
- Determine the best solution, research if required, based on the issue and details provided by customersÂ
- Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards
- Walk the customer through the problem-solving process
- Provide 1st level support on Audio Visual queries and escalate to Service Desk Technician II Â or AV Technician if unable to find resolution.
- Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation.






- Direct unresolved issues to the next level of support – IT Service Desk Technician II
- Provide accurate information on IT products, services, and assets.
- Â Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and recommend possible improvements on procedures.
- Relay feedback or recommendations by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Direct unresolved issues to the next level of supportÂ

TECHNICAL COMPETENCIES

- Strong Technical ability
- Customer Insight and Focus
- Analytical Diagnostic Skills
- Solution Generation / Problem Solving
- Listening and Communication Skills
- Stakeholder Management






- Self-motivated and self-driven
- Adaptability Agility

BEHAVIOURAL COMPETENCIES

- Negotiation Influencing
- Planning Organizing
- Focused
- Communication skills

▶️ IT Service Desk Technician
🖊️ talentCRU
📍 Sandton