Service Desk Specialist

Service Desk Specialist
Cape Town

Role Purpose:
As a Firstline ServiceDesk Specialist, you will be the face of the Technology Team. You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business.

Job Description:
• Ensure that incidents and problems logged on the company’s call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.
• Ensure that identified incidents and problems are descriptively logged and kept up to date on the company’s call logging system.
• Strive to meet the SLA’s defined within the Call logging system.
• Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
• Answering telephone calls and strive to resolve a majority of tickets on first contact and to work with the Head of Customer Support to identify opportunities to further improve the number of tickets resolve on first contact.
• Managing Client project set-ups to ensure the Client infrastructure is set up on-time and is tested and working.
• Work alongside 2nd & 3rd Line to learn and carry out escalated tasks (where appropriate)
• Provide remote support across both the company’s sites and to home-based colleagues.
• Ensure that the company’s computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.
• Writing and reviewing Service Desk Team’s documentation.
• Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups.
• Ensuring that the CMDB is accurate and kept up to date.

Essential Requirements:
• Any of the following IT qualifications; CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), ITIL foundation v3
• Experience of working in an ISO27001:2013 environment.
• Good understanding of scripting language such as PowerShell and Python.
• Experience of modern IP telephony systems, preferably AVAYA or Lync/Teams.
• Expert level of understanding of a Microsoft Windows Active Directory environment including GPO.
• Expert level of understanding of the latest Microsoft Exchange technologies.
• Excellent Customer facing and Customer Service skills, able to communicate to users at all levels.
• Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office 365.
• Good level of understanding of TCP/IP and network troubleshooting.
• Be able to demonstrate excellent problem management skills.
• Excellent time management.
• Capable of moving desktop computer equipment in an office environment.
• Comfortable giving training to other team members
• Good level of understanding of a virtualised computing environment, preferably VMware.
• Full and clean driving license.