Service Desk Technician (Applicable to Internal Candidates only) Listing reference: minte_000294
Listing status: Online
Apply by: 1 November 2024
Position summary Industry: Scientific, Research & Development
Job category: Helpdesk and Technical Support
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction Mintek has an exciting career opportunity for a Service Desk Technician. The successful candidate will be the single point of contact for customers to obtain technical support. They will install, backup, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally. All suitably qualified and experienced internal candidates are invited to apply.
Service Desk Serve as the first point of contact for users seeking technical assistance either remotely, or in person, or over the phone. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Perform troubleshooting (remotely/in-person/telephonically) through diagnostic techniques, pertinent questions, programs, and implement the solution(s). Escalate unresolved technical problems to the next level of support personnel with the next level of difficulty. Record events and problems and their resolutions logs Install computer peripherals for users and connection of office automation devices Identify and suggest possible improvement in procedures Run reports to determine malfunctions that continue to occur Install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally. Support and maintenance of conferencing facilities and software, projectors, desktop/laptop setup, roll-out, and upgrades Manage Service desk tickets on time Support and participate in relevant disaster recovery activities Incident and Problem Management Configure and distribute ICT Assets Backups
Perform desktop, laptop backups and data restores User Training Train computer users (Write training manuals or how-to videos). MINIMUM EDUCATION & EXPERIENCE: Relevant ICT degree such as Bachelor of Technology computer systems, Information Technology, NetworksAny professional certifications such as MCSE, A , N and Security is an added advantage2-5 years minimum relevant experience TRAINING: ITIL foundation Network Administration Project Management O365 Training REQUIRED KNOWLEDGE: Excellent verbal and written communication skills Customer-oriented and cool-tempered Ability to diagnose and resolve basic issues Good understanding of computer systems, mobile devices, and other tech products An openness to learning new technologies Tech-savvy Telephony o Manage and maintain the telephony system
o Support and Maintain the APN System
o Facilitate telephone line installations
o Ensure that Mintek's System function as required
o Provide necessary reporting for both APN and telephony
o Change Management
o Asset Management
CUSTOMER SERVICE: Maintain a high level of service to customers (internal & external) according to the service standards as set by Mintek. Follow up with customers to ensure the problem has been resolved. OTHER COMPETENCIES: Troubleshooting Systems thinking Verbal and written communication Problem-Solving Teamwork Research Writing Troubleshooting Systems thinking Verbal and written communication Problem-Solving Teamwork Research Writing ADVANTAGEOUS SKILLS: A or Certified Network associate accreditation
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