Service Desk It Technician - Durban

Requirements Grade 12 Senior Certificate Current A and N or equivalent Certification 2 years of industry-relevant Experience in email/phone/onsite troubleshooting Minimum 3 years of industry-relevant Experience in email/phone/onsite troubleshooting Minimum 5 years of Industry Experience in IT, working with Servers in depth and in an IT Support Environment A good understanding of PC software and hardware troubleshooting. VMware Experience Mac Workstation Experience Microsoft Office Application Support Experience Responsibilities Review all assigned tickets and ensure the scope of the ticket is clearly understood Request clarification if anything is unclear Correctly logging incidents and faults, categorizing and prioritizing them while ensuring to have a clear understanding of the problem Monitor assigned service board if applicable Ensure all faults are progressed & cleared within SLA – escalating where required Dealing with incoming faults in a professional, courteous manner over the phone and via email Complete routine proactive maintenance where needed Maintain and develop own knowledge and skills to assist with first-time fault resolution Respond to clients' requests as quickly and efficiently as possible Drive the development of strong relationships between Organisation and clients at all times