First Line Support Agent

 

Recruiter:

Data Centrix

Job Ref:

JHB005747/Prena

Date posted:

Wednesday, January 19, 2022

Location:

Johannesburg, South Africa


SUMMARY:
Our client based in Houghton is looking for a First Line Support Agent for a 12 months contract

JOB DESCRIPTION:

Qualifications:
  • Applicable degree/diploma
  • ITIL
  • Excellent verbal and written communication and presentation skills
  • 5 years’ relevant experience within an IT Support environment, of which:
2 years’ experience within a networking support, software and hardware support environment and             
1-year experience within a call centre or service desk environment (Advantageous)
 
Key Performance Areas (KPAs)
Provide First Level Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries
  • Answer support queries either onsite, telephonically or via email
  • Analyse reported faults and complete detailed diagnostics to resolve the problem telephonically or via a remote support application (Assign to the correct resolver group if unable to resolve the problem)
  • Provide physical first level support and diagnostics, assisting second Level Experts and third Level Experts
  • Administer user profiles and access rights
  • Handle assigned incidents effectively and efficiently
  • Check that call classification matches the call description
  • A detailed activity history must be entered into each call
  • Capture customer requests from varied inbound sources into the call management system
  • Issue users with a reference number for every incident logged
  • When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
  • Update the call at least once a day with all correspondences and actions, to maintain a complete audit trail for future reference
  • Document in detail the resolutions and fixes used, for that corrective action to be used for future reference
  • Monitor system resources for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action
  • Troubleshoot and support users in respect of hardware and software.
  • Support users in the use of company authorised software and applications support e.g. MS Office
  • Assists with installation of printers and general support activities
  • Maintain planned maintenance schedule of all peripherals e.g. printers and scanners.
  • Provide feedback and recommend action in respect of capacity, lifecycle, and cost benefits of equipment
  • Maintain network diagram and provide desktop Support to all users as required.
  • Maintain all hardware on workstations and deliver first- and second-line technical support on all workstations within area of service
  • Co-ordinate, install, set up and complete departmental moves with regards to IT equipment.
  • Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration
  • Upgrade workstations, laptops, and other hardware, as required, in line with existing maintenance contracts
  • Build new workstations, laptops, printers, and any other required hardware configuration.
  • Fulfil the role of SDA whilst on a shift rotation
 
Assist with the Installation, Maintenance and Management of All Related Software and Hardware
  • Configure, set up and implement the relevant software on all PC’s and workstations (including virus software)
  • Upgrade and maintain end-user software versions and equipment
  • Implement regular service packs and patches of all operating systems and associated software on desktops
  • Install, maintain, and monitor virus software, download and implement updates on a regular basis
  • Monitor installed software to check that approved software and applications are installed on PC’s, including operating systems
  • Apply prescribed standards consistently when installing software e.g. regional setting, language settings etc.
Adhere to the Relevant Policies and Procedures
  • Apply best practice guidelines and policies, as defined by the company e.g. follows predefined configurations
  • Adhere to all Service Desk and Client specific processes.
  • Comply with all company policies and procedures i.e. will not provide unauthorised access to users
  • Administer user profiles and access rights and comply with security policies.
  • Adhere to the Call Lifecycle Management Processes and Procedures
 
Create and Maintain Relevant Registers and Reports
  • Establish and maintain licensing register
  • Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles
  • Maintain register of all PC’s and associated software
  • Create and present progress reports to management as required
Provide Professional and Efficient Communication to All Internal and External Stakeholders
  • Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed
  • Provide excellent service with regards to assigned incidents
  • Communicate with relevant stakeholders in a professional and efficient manner
  • Support and encourage effective teamwork
  • Provide remote support to the Second Level Experts
  • Respond to phone and email queries in a professional manner
  • Maintain customer-focus

 

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