Tracker: Service Desk Technician

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  • Post published:Mar 29, 2022
  • Post category:Jobs
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Job description

Tracker: Service Desk Technician

TRACKER requires the services of a Service Desk Technician Tier 1. We require a self-starter with an engaging personality and good customer service orientation. The successful candidate will be required to manage the first line of service provisioning by the IT Department.

  • Adherence to SLA for internal/external customers
  • Ensure compliance of calls logged against the call logging process
  • Reporting and escalation of incidents as per agreed procedures and processes
  • Assisting with Ad hoc tasks (dept. moves etc.)
  • Escalate work orders to the necessary resources for resolution
  • Consistent feedback and follow-ups on outstanding incidents logged to Service Desk
  • Communicate outages to affected staff as necessary
  • First line support for all incidents logged with Service Desk
  • Ensure compliance with workstation standard
  • Ensure compliance with network standards
  • Support Knowledge repository
  • Ensure adherence to the call logging process
  • Ensure adherence to all processes and procedures

 

Minimum requirements

  • Experience, qualifications and competency requirements:
  • Relevant IT qualification (Required)
  • ITIL V4 Foundation Certified (Required)
  • Incident Management certification
  • A and N
  • 3 Years’ Experience in customer service-related work environment
  • Willing to work extended hours
  • Willing to travel
  • Good analytical thinking
  • Good Time Management

Closing date: 04 April 2022

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