Service Desk IT Technician

• Grade twelve senior certificate
• Current A+ and N+ or equivalent certification
• Over two years of industry-relevant experience in email/phone/onsite troubleshooting
• Minimum three years of industry-relevant experience in email/phone/onsite troubleshooting
• Over five years of industry experience in IT, working with servers in depth and in an IT support environment
• A good understanding of PC software and hardware troubleshooting
• VMware experience
• Mac workstation experience
• Microsoft Office application support experience

• Review all assigned tickets and ensure the scope of the ticket is clearly understood
• Request clarification if anything is unclear
• Correctly log incidents and faults, categorising and prioritising them while ensuring a clear understanding of the problem
• Monitor the assigned service board if applicable
• Ensure all faults are progressed and cleared within SLA – escalating where required
• Deal with incoming faults in a professional, courteous manner over the phone and via email
• Complete routine proactive maintenance where needed
• Maintain and develop your own knowledge and skills to assist with first-time fault resolution
• Respond to clients' requests as quickly and efficiently as possible
• Drive the development of strong relationships between the organisation and clients at all times