IT Service Desk Technician (Helpdesk 1st Line Support) 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 upon status.Respond to clients who phone Help Desk Number to report incidents and/or request follow-up.Create ticket for new incident/request.Inform client that ticket has been created and is being assigned to a technician.Provide status of ticket to client where requested.Inform Service Delivery Team Leader of any high impact/site outage tickets logged.First Line Remote Support – conduct first line check on new tickets and resolve with remote tools where possible.Update ticket with result of check.Ensure ticket impact/priority is appropriate and change if required.Assign tickets that require onsite response to Field/Site Engineers.Inform technician that ticket has been assigned via IM tools.Install systems using remote tools.Perform scheduled system checks via remote tools:InfrastructureServersNetworksPAAS and SAAS SystemsSecurity ChecksLiaise 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 requester and update ticket.Where cost rejected, return equipment to requester and update ticket.On approval received, order spares required/obtain from internal stores.Conduct repair/upgrade.Test repair/upgrade.Communicate costs to admin for billing.Release repaired device to requestor on admin approval.Escalate to Team Leader – Service Delivery where required.Job Type: Full-time
Requirements: A good understanding of Office 365 administration (e.g., licence assignment, mailbox storage and archiving configurations, mailbox setup).A good understanding of network printers (setting up user profiles on printers to scan and print, installing drivers on the user's computer to connect to a printer).A minimum of 2 years' experience as a Helpdesk Technician, supporting 1st line tickets.Experience with domains (joining a workgroup to a domain, resetting user passwords, enabling or disabling accounts).Education: High School (matric)Experience: IT Service Desk Technician: 2 years (Preferred)Certification: Network+ and A+ Certification or similar.Ability to Commute: Kempton Park, GautengApply for this position at ASGName *
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