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Urgent! Desktop Support Technician Job Opening In Cape Town – Now Hiring Dimension Data

Desktop Support Technician



Job description

Functieomschrijving

  • The Senior Associate IT Service Desk Specialist is responsible for providing technical assistance and support related to computer systems, hardware, or software.

    Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

    These individuals ensure the timely restoration of service for NTT Ltd internal clients by managing requests (Incidents, Service Requests, Events and Problems) through to successful completion.
  • Coordinates, diagnoses and troubleshoots incoming employee calls.

    Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.

    Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

    Provides case status updates to management and end-users.

    Supports and maintains effective relationships with users.

    Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
Hiring Requirements
  • Key Roles and Responsibilities:

  • Respond to user inquiries, assess problems and issues with IT equipment and applications.
  • Receive, validate and log client requests and provide first and second level support for workstations, applications, mobile devices, communications, network infrastructure and related technology.
  • Assists with the problem management process by collating problem information and verifying client entitlements prior to creating a recording of a problem classification or category.
  • Assist with the writing of training manuals and updating known error documents.
  • Develop good relationships with key stakeholders, internally and externally.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Fields support calls, chat, email, tickets, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
  • Tracks requests and determines current activity on it.
  • Analyse and interpret the requests to ensure that the classification, prioritisation and escalation of the requests are correct.
  • Responsible for managing requests through to resolution within the required standards and conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution.
  • Keep up to date on developments in the technology environment.
  • Run reports to determine malfunctions that continue to occur.
  • Knowledge, Skills and Attributes:
  • Knowledge of service desk procedures and related trouble-shooting protocols
  • Ability to work in a team to provide optimal service and support to employees
  • Be a self-starter that takes initiative, bringing both interpersonal skills and creative problem-solving skills along with great attention to detail
  • Client service orientation
  • Communicates clearly and effectively, maintains confidentiality and interacts with employees professionally
Requirements
  • Academic Qualifications and Certifications:
  • Relevant information technology or related degree
  • ITIL
  • Any other relevant certifications
  • Required Experience:
  • Service desk experience
  • Some experience managing Active Directory users and groups
  • Some experience managing and troubleshooting Active Directory workstations, such as joining a domain, network logon issues, or applying GPOs
  • Experience troubleshooting Windows 10
  • Experience with basic networking concepts, such as IPv4, DHCP, and DNS
  • Experience managing Office 365 and/or G Suite a plus
  • Experience using Jira Service Desk a plus
  • Experience troubleshooting VOIP phones and conference room equipment a plus
  • Experience troubleshooting OS X a plus
  • Experience working with stakeholders across a variety of levels internally and externally
  • Additional Job Description
  • Standard career level descriptor for job level:
  • •Develops professional experience
  • •Applies policy and procedures to solve variety of issues
  • •Problems are moderate in nature
  • •Build productive internal and external working relationships
  • •Receives general instructions on routine work
  • •Receives detailed instructions on new work
  • •Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience


Required Skill Profession

Computer Occupations



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