IT Service Desk Technician/Helpdesk (1st Line Support)

SUMMARY:
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POSITION INFO:

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.
• • 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)
• • 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.
• • 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.
• • 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.
• • 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.

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