Datafin

Service Desk Engineer

ENVIRONMENT:
Our client, a full spectrum outsourced IT Managed Services provider and cloud solutions integrator requires the skills and expertise of a Service Desk Engineer to be the first point of contact for clients and vendors, accountable for taking calls, chat requests or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.
 
DUTIES:
  • Receive, log, validate and diagnose client requests, on full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms and processes
  • Uses MS product and process knowledge along with discretion to respond to tickets
  • Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
  • Build knowledge articles, or tag the need for such content, when relevant articles are not available
  • Provide timely updates to clients, when requested, on any pending requests or tickets.
  • Work closely with resolver groups, and other functions, to ensure timely updates are sent to client
  • Produce breach and ageing reports for tickets opened by service desk
  • Identify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement
 
REQUIREMENTS:
Academic Qualifications
  • Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
 
Certifications (Minimum)
  • Microsoft Certifications
  • CompTIA A+
  • CompTIA N+
 
Experience Required
  • 2+ years of work experience
  • Solid experience required in Engineering function within a medium to large ICT organisation
  • Solid experience of Managed Services
  • Excellent working knowledge of ITIL processes
  • Excellent experience working with vendors and/or 3rd parties
 
Practical Skills Required
  • Ability to work under guidance
  • Ability to use sound judgement to escalate an issue to a higher level
  • Methodical in approach to ticket resolution
  • Demonstrates ability to interact with a variety of stakeholders
  • Demonstrates required integrity to ensure excellent client service and retention
  • Demonstrates the attributes of professionals
  • Excellent attention to detail and client focussed
  • Strong and effective verbal and written communication skills
  • Ability to work in 24X7 shift structure, based on a defined roster
  • Production Service Desk Agent
  • General Qualification in Technology (Technical Diploma) or equivalent or completion of internship programme
  • Minimum 2 years’ work experience
 
ATTRIBUTES:
  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance, and considers possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurised environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey