Description:
We are looking for a skilled and customer-focused Service Desk Engineer to join our IT team. The Service Desk Engineer will be responsible for providing technical support and assistance to end-users, resolving IT issues, and ensuring the smooth functioning of IT systems and services. The ideal candidate will have excellent communication skills, strong technical expertise, and a passion for delivering exceptional customer service.
Requirements:
- Matric with higher grade maths
- Bachelor's degree in information technology, computer science, or related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) preferred.
- Proven experience in a technical support role, preferably in a service desk or help desk environment.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, hardware troubleshooting, and networking concepts.
- Familiarity with IT service management frameworks such as ITIL (Information Technology Infrastructure Library).
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Problem-solving skills and ability to work under pressure in a fast-paced environment.
- Customer-focused mindset and dedication to delivering high-quality service and support.
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Technical Support: Provide first and second-level technical support to end-users via phone, email, chat, or in person. Troubleshoot and resolve hardware, software, and network issues in a timely and efficient manner.
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Incident Management: Log, track, and prioritize support tickets using the IT service management system. Escalate complex or unresolved issues to higher-level support teams or management as needed. Follow up with users to ensure that issues are resolved satisfactorily.
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Hardware and Software Deployment: Install, configure, and deploy desktops, laptops, printers, peripherals, and software applications according to organizational policies and procedures. Provide user training and guidance on IT tools and resources.
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System Administration: Assist with user account management, password resets, access permissions, and security settings. Maintain and update documentation related to IT systems, procedures, and troubleshooting guides.
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Remote Support: Provide remote assistance to users working in different locations or offsite. Use remote desktop tools and technologies to troubleshoot issues, perform software installations, and provide technical assistance as needed.
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IT Asset Management: Maintain an accurate inventory of IT assets, including hardware, software licenses, and peripherals. Coordinate with procurement and finance teams to track asset purchases, returns, and replacements.
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Customer Service: Deliver excellent customer service and support to end-users, ensuring that their needs and expectations are met or exceeded. Communicate effectively with users to understand their issues, provide status updates, and follow up on resolutions.
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Knowledge Management: Contribute to the creation and maintenance of a knowledge base containing solutions, FAQs, and troubleshooting tips for common IT issues. Share knowledge and best practices with other team members to improve overall service delivery.
Requirements:
- Matric with higher grade maths
- Bachelor's degree in information technology, computer science, or related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) preferred.
- Proven experience in a technical support role, preferably in a service desk or help desk environment.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, hardware troubleshooting, and networking concepts.
- Familiarity with IT service management frameworks such as ITIL (Information Technology Infrastructure Library).
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Problem-solving skills and ability to work under pressure in a fast-paced environment.
- Customer-focused mindset and dedication to delivering high-quality service and support.