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Servise Desk - Desktop Support Engineer 0

Details

I am:Offering a job
Company nameinfo@jobcrystal.co.za
PositionFull time
Minimum experience (years)3
Maximum experience (years)5
Salary periodMonthly
Salary from15000
Salary to19000

Description

Responsibilities:

• Incident Management

• Lead coordination on all incidents to drive issues to the quickest possible resolution

• Collaborate with vendors and suppliers (i.e. service desk /3rd parties / customer resolver teams) for process and system for progression to resolution in the quickest possible time, without failing on quality.

• Troubleshooting end-user desktop and compute related incidents

• Consistent and clear communication with internal and external team throughout the lifecycle of the incident.

• Acquire and maintain a strong understanding and knowledge of the customer and their processes.

• Work closely with peer across the IT operation to provide a world class service to our clients.

• Excellent ability to follow any given process and reference documentation.

• Ability to document given procedures

• Proactively avoid customer escalations through active management of all incidents and prevent escalations due to a lack of progress and/or updates.

Escalation management:

• Escalate both internally and externally, when required, according to defined Escalation paths and processes.

• Identify and highlight service risks and issues to appropriate management team

Trend reporting:

• Identify trends, patterns and issues during the course of daily incident management and provide management with the necessary reports.

• Measure and analyse inbound call volumes and call types with the view of reducing call volumes through active management of issues

• Drive trends and issues towards resolution.

• Attempt to provide solutions to trends/patterns of issues raised in order to maximize productivity.

Reporting:

• Adhere to delivery of standard reporting packs

Experience:

• Excellent working knowledge of MS Office & Windows XP/Windows7/Windows10 and Office 365 + Mac

• 3-5 years in the Customer Service industry with direct input into a technical environment.

• Solid understanding of General IT equipment e.g. Switch, routers, RAM etc.

Qualifications:

• Grade 12 – subjects: Mathematics, Computer Science.

• MCSA Windows 10

• MCSA: Office 365

Pre-requisites:

• Grade 12 – subjects: Mathematics, Computer Science.

• CSA Windows 10

• MCSA: Office 365

Desirable

• MCSE/CCNA

• SCCM

R 15000 - 19000 | Monthly

Servise Desk - Desktop Support Engineer

Sandown, Sandton, Gauteng
Feb 19
Seller description
Job Crystal
Member since Feb 2020

Posted in

Sandown, Sandton, Gauteng
AD ID 1061876451

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