Umhlanga Rocks: Service Desk Engineer – Umhlanga posted by First Technology Group

Role and Responsibilities Able to demonstrate the following: Create new tickets on behalf of the End User or Customer provide the necessary resolution or escalate for assistance. Be able to work towards given SLAs Assist colleagues whenever necessary with required information. Excellent leadership, time management and organizational skills Familiarity with common basic 1st line troubleshooting for a number of broad technologies such as Microsoft Office (O365) Security (password resets) and Email related problems Knowledge of Microsoft Office and other office management tools and applications Coordination and Communication: it’s critical that the Service Desk Engineer is able to demonstrate strong skills when multiple incidents occur: Communication skills (telephonic and written) Ability to work unsupervised Facilitating feedback on current tasks Ability to escalate and provide 1st line break-fix Be able to effectively communicate to all areas of business regardless of job description. Secure efficiency and compliance to company policies Ability to manage frustrated callers by applying good reasoning and logic Create new tickets Collect a predefined set of information for each incident logged in the service desk Identifying urgency, impact and general timelines of the issue Provide the necessary resolution or escalate for assistance. Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified Reporting – manual reports need to be generated for key Customers and the information checked to be valid. This is a recurring task and attention to detail is important Vendor Management – act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both Task Management Ability to work independently Following up on issues and outstanding information Create and update records Attention to detail with scheduled tasks is vital. Qualifications and Education Requirements Matric is essential A N Preferred Skills Should have proven excellence as Service Desk Engineer/First Point of contact or in another relevant position Excellent communication, both verbal and written Ability to manage Users calling in quick succession Ability to compile basic reports and carry out basic administration Where necessary, ability to resolve a User’s problem first time Attention to detail is essential