Service Desk Consultant wanted urgently: Salary R11 000 per month
Ferndale, Gauteng
Contract
R11 000 a month
JOB PURPOSE
The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.
KEY PERFORMANCE AREAS
1. Client/Customer
Responsible for receiving, validating and logging client requests.
Tracks request/s and determine current activity on the request/s.
Analyses and interpret the request to ensure the classification, prioritization, and escalation of the request is correct.
Works closely with colleagues to ensure the swift resolution of faults.
Responsible for receiving, validating and logging client requests.
Captures the detail of the request and providing first-line support if required.
Acts on requests logged by Service Delivery Service Desk Administrators /Coordinators.
Meets client SLA commitments.
Tracks requests and determines current activity on it and update task details.
Provides regular updates to clients.
Analyses and interprets requests ensuring that the classification, prioritization, and escalation of the requests are correct.
Identifies and escalates requests and exceptions where necessary.
It provides swift resolution of faults.
Keeps the client updated on the progress in relation to the resolution of the fault.
Interacts with necessary internal stakeholders.
Responsible for managing requests through to resolution within the SLA conditions by coordinating product requests and liaising with relevant business colleagues to ensure resolution.
2. Reports
Responsible for producing breaches and other reports that are necessary for the correct operation of our processes.
Need to identify failures and shortcomings in the current processes and escalate with recommendations.
3. Governance
Communicate policies to the client with regards to support
Allocates all logged service requests to the correct support group/person
Requirements
Minimum 3 years of customer service in the Internet Service Provider environment (ISP) (non-negotiable)
Matric/NQF equivalent, a tertiary qualification related to IT would be advantageous
A+, N+, MCSA certified – (Server+ and MCSE preferable)
ITIL V3 qualification advantage
Knowledge in the support of servers, workstations, and related components
Fundamental understanding of networking (IP, WINS, DHCP, DNS, etc.) Apply Now
Source: jobs365
