1st Line Support Kempton Park, South Africa - Kempton Park
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Description Our client is searching for an IT Service Desk Technician (Helpdesk 1st Line Support) to join their team in Kempton Park Job purpose Service Desk Technician providing first-line support to Client Sites using Remote Tools. Duties and responsibilities Validate newly created tickets from all Sources using Validation Matrixes. Validate Customer Details (Contact Customer if Required) Validate First pass Assessment of Impact and Change if Required. Validate First Pass Assessment of Priority and Change if Required. Update the detailed description where required. Update System Affected. Create Tickets for incidents sourced from Monitoring systems. (Where Auto Creation of tickets not enabled) Create tickets for sites / Systems that have outages or performance degradation. Validate non-pinging sites (on monitoring systems) with technicians assigned to sites. Contact clients to confirm site status and create associated tickets based on status. Respond to Clients who phone the Help Desk Number to report incidents and or request follow-up. Create a Ticket for a new incident/request. Inform the Client that a ticket has been created and is being assigned to a technician. Provide the Status of the Ticket to the Client where requested. Inform the Service Delivery Team Leader of any High Impact / Site outage Tickets logged. First Line Remote Support. Conduct First line checks on new tickets and resolve them with remote tools where possible. Update the ticket with the result of the check. Ensure Ticket Impact / Priority is appropriate and change if required. Assign Tickets that require onsite response to Field / Site Engineers. Inform the Technician that the ticket has been assigned via IM Tools. Install Systems using Remote tools Perform scheduled system checks via remote tools. Infrastructure Servers Networks PAAS and SAAS Systems Security Checks Liaise with external suppliers or vendors on the following: Repair of equipment under warranty or maintenance contract Troubleshooting of software under warranty or maintenance contract Assist Site Dedicated and Field Technicians Where required. Update Check-in and Check-out System on Status Daily. Update Site Documentation with Changes Perform In-Office repairs and upgrades of Carry-in Devices (Workshop) Cost Repair and Communicate via quotation to the requester and update Ticket. Where the Cost is rejected, return the equipment to the requester and update the Ticket. On Approval received, Order Spares required / Obtain from Internal Stores, Conduct Repair / Upgrade Test Repair / Upgrade Communicates Costs to Admin for Billing Release the repaired device to the requestor on admin approval. Escalate to Team Leader – Service Delivery where required. Education: High School (matric) (Preferred) Experience: IT Service Desk Technician: 2 years (Preferred) License/Certification: (Network) and (A Certification) or similar? (Preferred) Ability to Commute: Kempton Park, Gauteng (Required) transportation to work.
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