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Desktop Support Engineer

col-narrow-left   

Location:

Johannesburg, Gauteng 

Suburb:

Sandton

Salary:

Negotiable

Posted:

22-02-2021
col-narrow-right   

Job Type:

Permanent

Job Level:

Skilled

Employment Equity:

Open to All Candidates
col-wide   

Job Description:

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

PERSON REQUIREMENTS: 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
  • MCSA Windows 10
  • MCSA: Office 365
Desirable
  • MCSE/CCNA
  • SCCM

ADDITIONAL SKILLS/ATTRIBUTES:
  • A high command of the English language both written and verbal is essential
  • Self-motivated with the ability to work unsupervised
  • Attention to detail
  • Punctuality
  • Excellent verbal and written communication skills
  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
  • Possess proficient analytical and decision-making skills
  • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns
  • Proficient relationship building skills – predict customer behavior and respond accordingly
  • A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations
  • Good communicator with the user environment
  • Dynamic but aware of the views and feelings of others
  • Able to operate as a good team player
  • Drive and Energy
  • Demonstrate clear purpose, enthusiasm and commitme

Job Category:

Information Technology, IT Helpdesk Support, IT Software Support, IT Support

Company Info


Lineker Solutions
cape town, WC, South Africa

Please register to view contact info


Desktop Support Engineer

col-narrow-left   

Location:

Johannesburg, Gauteng 

Suburb:

Sandton

Salary:

Negotiable

Posted:

22-02-2021
col-narrow-right   

Job Type:

Permanent

Job Level:

Skilled

Employment Equity:

Open to All Candidates
col-wide   

Job Description:

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

PERSON REQUIREMENTS: 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
  • MCSA Windows 10
  • MCSA: Office 365
Desirable
  • MCSE/CCNA
  • SCCM

ADDITIONAL SKILLS/ATTRIBUTES:
  • A high command of the English language both written and verbal is essential
  • Self-motivated with the ability to work unsupervised
  • Attention to detail
  • Punctuality
  • Excellent verbal and written communication skills
  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
  • Possess proficient analytical and decision-making skills
  • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns
  • Proficient relationship building skills – predict customer behavior and respond accordingly
  • A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations
  • Good communicator with the user environment
  • Dynamic but aware of the views and feelings of others
  • Able to operate as a good team player
  • Drive and Energy
  • Demonstrate clear purpose, enthusiasm and commitme

Job Category:

Information Technology, IT Helpdesk Support, IT Software Support, IT Support

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