IT Service Desk Operator X8

Description:

Managed Talent Solutions a division within Datacentrix is looking for 8 Service Desk Operators for one of their client based in Centurion. This is a month contract. The Service Desk Operator will be responsible for logging the call and ensuring that the respective call is assigned to the team responsible for its resolution.

Education and Skills Required:

• Matric plus Diploma in Information Technology or related field
• ITIL certification
• Understanding of different network topologies
• Experience using Service Desk (Helpdesk) applications such as Remedy
• Experience and/or skills in desktop support
• Networking skills (must have understanding of the following Cisco routers, Satellite networks, Switches)
• Good knowledge of hardware and software support and installation
• Knowledge of Symantec Endpoint Protection edition (i.e. installing, updating definitions files etc.)
• Good knowledge of tools such as SCCM, Remote Desktop, TeamViewer etc. for remote support
• Troubleshooting and problem solving technical issues
• Good working knowledge on Microsoft desktop products (i.e. Internet Explorer, Microsoft Office, Outlook, WSUS, etc.)

Responsibilities:

• Logs calls on Remedy tool for incidents, problems and requests
• Serves as the first point of contact for all incidents
• Ensures all incidents are understood, logged, resolved, assigned to the appropriate domain and closed
• Answer user telephone calls and log issues that users are experiencing
• Provide first line support on any IT or system issues experienced by the users
• In cases where they are unable to resolve the problem, they will have to direct the caller to the relevant person that will resolve the issue
• Follow-up with the respective technicians or system owners to ensure that user calls are resolved
• Provide feedback to the users on the status of their calls
• Logs all incoming calls, and ensures sufficient information is recorded
• Informs the user of how the incident will be resolved, handled
• Identifies the severity and priority of all problems
• Communicates to the appropriate level with the client, explaining severity of problem, the resolution, and an estimated time for service recovery

Requirements:

• Matric plus Diploma in Information Technology or related field
• ITIL certification
• Understanding of different network topologies
• Experience using Service Desk (Helpdesk) applications such as Remedy
• Experience and/or skills in desktop support
• Networking skills (must have understanding of the following Cisco routers, Satellite networks, Switches)
• Good knowledge of hardware and software support and installation
• Knowledge of Symantec Endpoint Protection edition (i.e. installing, updating definitions files etc.)
• Good knowledge of tools such as SCCM, Remote Desktop, TeamViewer etc. for remote support
• Troubleshooting and problem solving technical issues
• Good working knowledge on Microsoft desktop products (i.e. Internet Explorer, Microsoft Office, Outlook, WSUS, etc.)

• Logs calls on Remedy tool for incidents, problems and requests
• Serves as the first point of contact for all incidents
• Ensures all incidents are understood, logged, resolved, assigned to the appropriate domain and closed
• Answer user telephone calls and log issues that users are experiencing
• Provide first line support on any IT or system issues experienced by the users
• In cases where they are unable to resolve the problem, they will have to direct the caller to the relevant person that will resolve the issue
• Follow-up with the respective technicians or system owners to ensure that user calls are resolved
• Provide feedback to the users on the status of their calls
• Logs all incoming calls, and ensures sufficient information is recorded
• Informs the user of how the incident will be resolved, handled
• Identifies the severity and priority of all problems
• Communicates to the appropriate level with the client, explaining severity of problem, the resolution, and an estimated time for service recovery