First Line Support Agent

Recruiter:

Data Centrix

Job Ref:

JHB005749/Prena

Date posted:

Wednesday, January 19, 2022

Location:

Johannesburg, South Africa

SUMMARY:
Our Client based in Ormonde 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, and1 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 in an attempt 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 Expert’s 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 in order 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

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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