Technician: Service / Helpdesk – Altron

Job Description

Key Performance Area

  • Ensure calls are recorded in the Remedy system, accurately documented and categorised
  • Ensure that contracted customer Service Level Agreements are met .
  • Ensure that all the incidents / requests are responded to within required SLA
  • To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
  • Ensure clients are kept up to date regarding their incidents and requests
  • To ensure that calls are logged retrospectively if no call was logged for work completed.
  • Maintain a high degree of first-time resolution for all support queries and adhere to all service management principles as directed.
  • To take ownership of end-user tickets and be pro-active when dealing with user tickets and assist in resolving any hardware or software tickets.
  • Provide telephonic / remote support.
  • Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational incidents.
  • Ensure that tickets are reviewed and updated with the latest updates until call closure
  • To escalate more complex calls according to the escalation procedure keeping ownership for the duration of the ticket.
  • To ensure a minimum of 98% customer satisfaction feedback rating monthly with contracted Customers and action to position SLA and satisfaction measurement for internal support.
  • Basic AD user account Administration.
  • Assist with functions fulfilled by other roles or in support of other clients within the Service Desk when the need arises.
  • To ensure continuous communication to the technical team and feedback regarding escalations to customer senior management and end users.
  • To ensure adherence to all Altron SI processes, policies, and procedures as per prescribed compliance
  • To ensure that required number of SOP documents are drawn up as requested by your Team Leader.
  • To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.

 

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Educational Qualifications:

  • Matric; Technical Support NQF Level 4

Professional Qualifications

  • CompTIA A+ (essential)
  • CompTIA N+ (essential)
  • ITIL Foundation Certification (essential)
  • Microsoft Azure Fundamentals – AZ900
  • MCSA Windows 10 or MCSA 365 or equivalent (Essential)

 

Years of Experience

  • 2-4 years practical service delivery experience in the IT industry; Service Desk and or end user support technician (essential).
  • 2 – 4 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications.
  • First line support on both hardware and software.

 

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

 

Languages

English

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