Please do not apply if you do not have the following Non-negotiable Requirements:

  • ITIL Certified/ Certificate is a deal-breaker!
  • 1-year Remedy/SNOW (Service NOW) ITSM experience
  • Must be willing to work shifts
  • 3 years previous Service Desk experience
  • Experience in remote support
  • Beneficial Certification: A+, N+, Security+

Key responsibilities:

  • Analyze the reported fault and complete the detailed diagnostics to resolve the problem via remote troubleshooting & support through approved remote support applications.
  • Should the problem not be resolved, the ticket must be updated with the full diagnosis in the IT Service Management System and re-assign the ticket to the correct resolver group.
  • When re-assigning a ticket to another resolver group, you must communicate telephonically, or via an acceptable electronic communication mechanism with the re-assigned party.
  • You must capture customer tickets from varied inbound sources into the IT Service Management System and ensure the customer is issued with a reference number for every ticket logged.
  • You must ensure accurate customer information, and Ticket details are captured into the IT Service Management system and clearly highlights the impact to the customer, through:
    o Ticket categorization,
    o Ticket classification, and
    o Service Level selection.
  • The Time To Respond (TTR) for all tickets need to adhere to the contracted parameters per customer and align to the contractual Response obligations.
  • You must be customer-focused and strive to return the customer to a working state as quickly as possible, taking into consideration the Time To Resolve (TTR) for all tickets, which need to adhere to the contracted parameters per customer and align to the contractual Resolve obligations.
  • Ensure that approved business practices and Standard Operating Procedures are adhered to and the appropriate technical resolution is applied to resolve the ticket.
  • You must understand the sensitive nature of the client’s support offering and ensure that all tasks and actions are done so with honesty, integrity, and professionalism.
  • You are required to document in detail the actions and resolution, in the IT Service Management System, to contribute to and enhance the client’s Knowledge Base.

Competencies:

  • Excellent communication skills at all levels – verbal and written in English
  • Attention to detail
  • Must be able to work on their own
  • Strong time management skills and the ability to work under pressure
  • Must show an analytical approach toward tasks
  • Ability to effectively handle multiple tasks in a fast-paced environment

Qualification & Experience

  • Matric
  • ITIL Foundation (Trained and Experience)
  • 1-year Remedy/SNOW or relevant ITSM experience
  • A+, N+, Security+
  • Microsoft Office (MS Word, MS Excel, MS PowerPoint)
  • 3 years previous Service Desk experience
  • 2 years previous technology experience
  • Experience in remote support

Desired Skills:

  • First Line
  • Ticket
  • Ticket Logging
  • ITIL
  • SNOW
  • Remedy
  • ITSM
  • TTR
  • IT Service Management
  • ServiceNOW

Desired Work Experience:

  • 2 to 5 years

Desired Qualification Level:

  • Certificate

Learn more/Apply for this position