Service Desk Technician

Mintek Pty Ltd.; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A scientific research and development company in Gauteng is seeking a Service Desk Technician to provide technical support to users. This role involves troubleshooting, managing service desk tickets, and user training. Candidates should possess a relevant ICT degree and have 2-5 years of experience. Professional certifications like MCSE or A+ are advantageous. The company values excellent communication and customer service skills.

Qualifications

• 2-5 years minimum relevant experience.
• ITIL foundation knowledge.
• Network Administration skills.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Provide technical assistance and support for incoming queries.
• Perform troubleshooting through diagnostic techniques.

Skills

Excellent verbal and written communication skills

Customer-oriented

Ability to diagnose and resolve basic issues

Good understanding of computer systems and mobile devices

Tech-savvy

Education

Relevant ICT degree such as Bachelor of Technology

Professional certifications (MCSE, A+, N+)

Job description

Industry :

Scientific, Research & Development

Job category :

Helpdesk and Technical Support

Location : Randburg

Contract : Permanent

Remuneration : Market Related

EE position : Yes

Introduction

Mintek has an exciting career opportunity for a Service Desk Technician.

The successful candidate will be the single point of contact for customers to obtain technical support.

They will install, backup, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.

All suitably qualified and experienced internal candidates are invited to apply.

Service Desk

Serve as the first point of contact for users seeking technical assistance either remotely, in person, or over the phone.

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Perform troubleshooting (remotely / in-person / telephonically) through diagnostic techniques, pertinent questions, programs, and implement the solution(s).

Escalate unresolved technical problems to the next level of support personnel with the next level of difficulty.

Record events and problems and their resolutions logs.

Install computer peripherals for users and connection of office automation devices.

Identify and suggest possible improvement in procedures.

Run reports to determine malfunctions that continue to occur.

Support and maintenance of conferencing facilities and software, projectors, desktop / laptop setup, roll-out, and upgrades.

Manage Service desk tickets on time.

Support and participate in relevant disaster recovery activities.

Incident and Problem Management.

Configure and distribute ICT Assets.

Backups

Perform desktop, laptop backups and data restores.

User Training

Train computer users (Write training manuals or how-to videos).

MINIMUM EDUCATION & EXPERIENCE

Relevant ICT degree such as Bachelor of Technology computer systems, Information Technology, Networks.

Any professional certifications such as MCSE, A+, N+, and Security is an added advantage.

2-5 years minimum relevant experience.

TRAINING

ITIL foundation.

Network Administration.

Project Management.

O Training.

REQUIRED KNOWLEDGE

Excellent verbal and written communication skills.

Customer-oriented and cool-tempered.

Ability to diagnose and resolve basic issues.

Good understanding of computer systems, mobile devices, and other tech products.

An openness to learning new technologies.

Tech-savvy.

Telephony management including support and maintenance of the telephony system, APN system, telephone line installations, and reporting.

CUSTOMER SERVICE

Maintain a high level of service to customers (internal & external) according to the service standards as set by Mintek.

Follow up with customers to ensure the problem has been resolved.

OTHER COMPETENCIES

troubleshooting.

Systems thinking.

Verbal and written communication.

Problem-Solving.

Teamwork.

Research.

Writing.

ADVANTAGEOUS SKILLS

A+ or Certified Network Associate accreditation.