Role and Responsibilities

• Able to demonstrate the following:
• Create new tickets on behalf of the End User or Customer provide the necessary resolution or escalate for assistance.
• Be able to work towards given SLA’s
• Assist colleagues whenever necessary with required information.
• Excellent leadership, time management and organizational skills
• Familiarity with common basic 1st line troubleshooting for a number of broad technologies such as Microsoft Office (O365)
• Security (password resets) and Email related problems
• Knowledge of Microsoft Office and other office management tools and applications

Coordination and Communication: it's critical that the Service Desk Engineer is able to demonstrate strong skills when multiple incidents occur:

• Communication skills (telephonic and written)
• Ability to work unsupervised
• Facilitating feedback on current tasks
• Ability to escalate and provide 1st line break-fix
• Be able to effectively communicate to all areas of business regardless of job description.
• Secure efficiency and compliance to company policies
• Ability to manage frustrated callers by applying good reasoning and logic

 Create new tickets

• Collect a predefined set of information for each incident logged in the service desk
• Identifying urgency, impact and general timelines of the issue
• Provide the necessary resolution or escalate for assistance.
• Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified
• Reporting - manual reports need to be generated for key Customers and the information checked to be valid. This is a recurring task and attention to detail is important
• Vendor Management - act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both

• Task Management
• Ability to work independently
• Following up on issues and outstanding information
• Create and update records
• Attention to detail with scheduled tasks is vital.

• Be prepared to perform overtime work and after hours support required

 Qualifications and Education Requirements

• Matric is essential
• A+ N+
• Microsoft 365 Fundamentals or similar

• Preferred Skills

• Should have proven excellence as Service Desk Engineer/First Point of contact or in another relevant position
• Excellent communication, both verbal and written
• Ability to manage Users calling in quick succession
• Ability to compile basic reports and carry out basic administration
• Where necessary, ability to resolve a User's problem first time Attention to detail is essential