IT Service Desk Specialist level 1 & 2

JOB SCOPE

Provide a professional and personal first point of contact for all users.

First Call Resolution on simple tickets.

Handle all incoming tickets as required.

Initial analysis and assessment of incident and alert tickets

Distribution of tickets to the sys admin team to ensure prompt resolution within SLA.

Taking ownership of assigned cases throughout the lifecycle of support.

Ensure that all client support requests and incidents are handled effectively with regular user communication.

Own and assist with regular tasks and functions that are key to service provision.

Ideal applicants will have previous client support experience within a Managed Services environment or an internal IT

team and strong attention to detail.

Onsite analysis, diagnosis and resolution of desktop problems for end users.

Collaborate with 3rd level support to prevent system downtime.

Software, hardware and network troubleshooting.

Perform quality work on all service requests/incidents with agreed SLA.

Setup and configuration of new keyboard, PCs, laptops etc.

Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.

Requesting and coordinating vendor support

Responsible for tracking hardware and software inventory

Familiarise end users on basic software, hardware and peripheral device operation.

Be available to Support Other Sites and Clients

Requirements

1 to 2 years working experience in an IT environment.

Microsoft Windows experience

Microsoft Office experience

Internet experience

Working technical knowledge of current protocols, operating systems and standards. Routers, switches and firewall

Experience

Tertiary education: IT Certifications/Diploma

JOB SCOPE

▪ Provide a professional and personal first point of contact for all users.

▪ First Call Resolution on simple tickets.

▪ Handle all incoming tickets as required.

▪ Initial analysis and assessment of incident and alert tickets

▪ Distribution of tickets to the sys admin team to ensure prompt resolution within SLA.

▪ Taking ownership of assigned cases throughout the lifecycle of support.

▪ Ensure that all client support requests and incidents are handled effectively with regular user communication.

▪ Own and assist with regular tasks and functions that are key to service provision.

▪ Ideal applicants will have previous client support experience within a Managed Services environment or an internal IT

team and strong attention to detail.

▪ Onsite analysis, diagnosis and resolution of desktop problems for end users.

▪ Collaborate with 3rd level support to prevent system downtime.

▪ Software, hardware and network troubleshooting.

▪ Perform quality work on all service requests/incidents with agreed SLA.

▪ Setup and configuration of new keyboard, PCs, laptops etc.

▪ Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.

▪ Requesting and coordinating vendor support

▪ Responsible for tracking hardware and software inventory

▪ Familiarise end users on basic software, hardware and peripheral device operation.

▪ Be available to Support Other Sites and Clients

Requirements

▪1 to 2 years working experience in an IT environment.

▪ Microsoft Windows experience

▪ Microsoft Office experience

▪ Internet experience

▪ Working technical knowledge of current protocols, operating systems and standards. Routers, switches and firewall

Experience

▪ Tertiary education: IT Certifications/Diploma