Service Desk Technician

Job Purpose: Provide global support and ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop levelKey Result areas:Evaluate documented resolutions and analyse trends for ways to prevent future problemsAlert management to emerging trends in incidentsSupport development and implementation of new computer projects and new hardware installations.Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installationsAid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plansAssist in software releases and roll-outs and the communication thereof to the end usersAssist as required in IT ProjectsField incoming requests to the Service Desk via telephone, self-service portal and e-mail to ensure courteous, timely and effective resolution of end user issuesDocument all pertinent end user identification informationBuild rapport and elicit problem details from service desk customersPrioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician/teamRecord, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolutionEscalate problems (when required) to the IT Operations Manager/Senior ManagementApply diagnostic utilities to aid in troubleshootingAccess software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolutionIdentify and learn