Service Desk Technician (Applicable to Internal Candidates Only) needed at Mintek

Job 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