Introduction
Mintek has an exciting career opportunity for a Service Desk Technician. The successful candidate will be the single point of contact for customers to obtain technical support. They will install, backup, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally. All suitably qualified and experienced internal candidates are invited to apply.
Description
Service Desk
- Serve as the first point of contact for users seeking technical assistance either remotely, or in person, or over the phone.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Perform troubleshooting (remotely/in-person/telephonically) through diagnostic techniques, pertinent questions, programs, and implement the solution(s).
- Escalate unresolved technical problems to the next level of support personnel with the next level of difficulty.
- Record events and problems and their resolutions logs
- Install computer peripherals for users and connection of office automation devices
- Identify and suggest possible improvement in procedures
- Run reports to determine malfunctions that continue to occur
- Install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
- Support and maintenance of conferencing facilities and software, projectors, desktop/laptop setup, roll-out, and upgrades
- Manage Service desk tickets on time
- Support and participate in relevant disaster recovery activities
- Incident and Problem Management
- Configure and distribute ICT Assets
Backups
- Perform desktop, laptop backups and data restores
- User Training
- Train computer users (Write training manuals or how-to videos).
Minimum Requirements
MINIMUM EDUCATION & EXPERIENCE:
- Relevant ICT degree such as Bachelor of Technology computer systems, Information Technology, Networks
- Any professional certifications such as MCSE, A , N and Security is an added advantage
- 2-5 years minimum relevant experience
TRAINING:
- ITIL foundation
- Network Administration
- Project Management
- O365 Training
REQUIRED KNOWLEDGE:
- Excellent verbal and written communication skills
- Customer-oriented and cool-tempered
- Ability to diagnose and resolve basic issues
- Good understanding of computer systems, mobile devices, and other tech products
- An openness to learning new technologies
- Tech-savvy
- Telephony
- o Manage and maintain the telephony system
o Support and Maintain the APN System
o Facilitate telephone line installations
o Ensure that Mintek’s System function as required
o Provide necessary reporting for both APN and telephony
- Information Technology Service Management (ITSM)
- o Request Fulfilment
o Incident Management
o Problem Management
o Change Management
o Asset Management
CUSTOMER SERVICE:
- Maintain a high level of service to customers (internal & external) according to the service standards as set by Mintek.
- Follow up with customers to ensure the problem has been resolved.
OTHER COMPETENCIES:
- Troubleshooting
- Systems thinking
- Verbal and written communication
- Problem-Solving
- Teamwork
- Research
- Writing
ADVANTAGEOUS SKILLS:
- A or Certified Network associate accreditation
Desired Skills:
- Interpersonal skills
- Analytical skills
- Problem-solving skills