IT Service Desk Specialist level 1 & 2

 

▪ Provide a professional and personal first point of contact for all users.

▪ First Call Resolution on simple tickets.

▪ Handle all incoming tickets as required.

▪ Initial analysis and assessment of incident and alert tickets

▪ Distribution of tickets to the sys admin team to ensure prompt resolution within SLA.

▪ Taking ownership of assigned cases throughout the lifecycle of support.

▪ Ensure that all client support requests and incidents are handled effectively with regular user communication.

▪ Own and assist with regular tasks and functions that are key to service provision.

▪ Ideal applicants will have previous client support experience within a Managed Services environment or an internal IT

team and strong attention to detail.

▪ Onsite analysis, diagnosis and resolution of desktop problems for end users.

▪ Collaborate with 3rd level support to prevent system downtime.

▪ Software, hardware and network troubleshooting.

▪ Perform quality work on all service requests/incidents with agreed SLA.

▪ Setup and configuration of new keyboard, PCs, laptops etc.

▪ Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.

▪ Requesting and coordinating vendor support

▪ Responsible for tracking hardware and software inventory

▪ Familiarise end users on basic software, hardware and peripheral device operation.

▪ Be available to Support Other Sites and Clients

 

 

▪1 to 2 years working experience in an IT environment.
▪ Microsoft Windows experience
▪ Microsoft Office experience
▪ Internet experience
▪ Working technical knowledge of current protocols, operating systems and standards. Routers, switches and firewall
experience
▪ Tertiary education: IT Certifications/Diploma
▪ Preferred ITIL V3 Foundation/Awareness