IT Service Desk Technician - Centurion

Advert Reference:
P15258 IT Service Desk Technician - Centurion

Job Title:
IT Service Desk Technician - Centurion

Closing Date:
2025/03/20

Position Available From:
2025-03-06

Area:
Centurion

Actual Place Of Work:
Centurion

Position Type:
Full-Time

Weekly Hours:
40

Time Conditions:
5 day Work Week (South Africa)

Purpose of Position:

To ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Requirements:

1. Bachelor Degree in Information Technology, Computer Science, Management Information Systems or an advanced Technology-related Degree (Required)
2. Industry recognized certification in IT Service Management (Required)
3. Industry recognized IT certification (Required)

Required Experience:

1. 2 – 6 years related experience in information technology
2. Experience with desktop operating systems
3. Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
4. Knowledge of basic computer hardware
5. Working knowledge of a range of diagnostic utilities

Key Responsibilities:

1. Alert management to emerging trends in incidents
2. Assist in software releases and rollouts according to change management best practices
3. Build rapport and elicit problem details from service desk customers
4. Contribute to technician knowledgebase as needed
5. Deploy pre-packaged software using distribution tools and processes as requested by end users
6. Develop help sheets and FAQ lists for end users
7. Escalate incidents with accurate documentation to suitable technician when required
8. Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
9. Identify and learn appropriate software and hardware used and supported by the organization
10. Install antivirus software and ensure virus definitions are up to date
11. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
12. Perform post-resolution follow-ups with Level I Technicians as required
13. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
14. Prioritize incidents and service requests according to defined processes to meet defined SLAs
15. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
16. Provide suggestions for continual improvement
17. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
18. Reinforce SLAs to manage end-user expectations
19. Research solutions through internal and external knowledgebase as needed
20. Test fixes to ensure an incident has been adequately resolved
21. Use remote tools and diagnostic utilities to aid in troubleshooting

Applicants must have a South African ID or a valid South African work permit. We do not accept any faxed or emailed CVs. If we have not contacted you within 14 days, please consider your application unsuccessful.