IT Service Desk Technician

September 13, 2024

IDC

Sandton

Job Description

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.

Qualification and Experience
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

Roles and Responsibilities

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 customers
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 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.
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 support