Service Desk Agent - Fixed Term Contract at AVI Limited

JOB SPECIFICATION:

KEY PERFORMANCE AREAS:

• Responsibilities include the ability to identify research and resolve a broad range of problems associated with users as well as the broader IT Systems infrastructure.
• Provide operational support to business users including after-hours support by assisting in problem resolution
• Monitors the Systems and Infrastructure environments through the use of monitoring tools and pre-defined monitoring processes and reacts quickly to resolve complex problems
• Performs SAP transports in accordance with pre-defined processes
• Reviews user issues logged via email and ensures that these are appropriately logged and assigned to the correct resolver group
• Responds to user requests for information and assists in problem resolution outside of normal business hours
• Re-assigns calls that cannot be resolved immediately to the relevant resolving team or 3rd party as defined in the operational procedures
• Adheres to issues escalation procedures
• Ensures effective communication of the downtime schedule to key business and IT stakeholders
• Logs, documents and maintains history records of logged calls on the IT Knowledge Base
• Troubleshooting, diagnosis and resolution of problems related to the group’s infrastructure components such as server hardware, storage systems.
• Provide front-line support with a focus on incident resolution. They are to provide high quality technical and procedural assistance.
• Systems support across multiple platforms including (but not limited to): VMWare, MS Exchange, Windows Servers, Printing, CCTV, Faxing, SCCM and Backups.
• Responding to telephone calls, calls directly assigned via the incident management system, emails and in-person requests for technical support.
• Conduct first line telephone support on all incoming calls to the Service Desk

MINIMUM REQUIREMENTS:

EXPERIENCE:                                                                

• At least between 2 to 3 years relevant experience in a Service Desk or IT Support environment
• Proven experience in monitoring, supporting and performing initial troubleshooting with a view to resolve incidents in:
  • Enterprise desktop operating systems (Win7,8,10) and Office Productivity Applications (MS Office suite)
  • Large scale Microsoft Windows Server environments
  • Microsoft systems e.g. MS Exchange, MS SharePoint Data centre computer systems, storage systems, virtualisation, software management systems (SCCM) and backup systems
• Good working knowledge and experience in the use of enterprise monitoring systems (Solarwinds, SCOM)
• Good understanding of networking principles – TCP, UDP, etc.

QUALIFICATIONS:

• Matric/Grade 12
• Minimum Diploma in Information Technology
• Valid MCSA Certification
• Valid CCNA Certification
• A+/N+
• Enterprise Server Hardware (e.g. HP, Dell)
• ITIL Service Management Foundation advantageous

OTHER REQUIREMENTS:

• Prepared to work outside of normal working hours including overtime, weekends and/or public holidays
• The position requires rotational shift work
• Ability to work under pressure
• A keen ability to work collaboratively within a team and across multiple pillars in ITSS
• Excellent telephonic and face to face communication skills with end-customer as well as across teams
• Customer-centric with a positive demeanour exhibiting a tenacity and drive to close the loop and resolve the issue as quickly but thoroughly as possible
• Inquisitive by nature with a view to continually increase their knowledge across a range of IT-related topics
• Exhibit a persevering attitude

COMPETENCIES:

• Flexible and open to change
• Build and use key relationships
• Problem solving ability
• Planning and organizing
• Initiate and Achieve Results