Service Desk Engineer (1st line) – CBRSE

Job Description

Duties & Responsibilities :

Duties will include, but not limited to:
Providing first-line technical support to end-users via phone, email, or in-person
Addressing hardware, software, and network-related issues promptly and efficiently.
Diagnosing and resolving technical issues
Utilizing appropriate tools and resources
Escalating complex problems to the appropriate teams when necessary
Log,track, and prioritize support requests using ticketing systems and ensuring timely resolution and maintaining accurate records of all interactions
Reviewing tickets on our service desk platform
Ensuring the platform is updated on ticket progress
Ensuring tickets are completed timeously
Ensuring a summary of work has been completed on the ticket
Creating a summary of work completed and sent back to the client
Logging and tracking the details of customer requests and problems as tickets if clients contact you directly
Ensuring platforms are authenticated
Identifying types, categories, severity, and urgency of tickets
Responding to customer queries via call/message with prompt, accurate and courteous replies
Troubleshooting software issues
Assigning hardware issues to Field engineers
Liaising with third-party vendors when required
Researching issues that cannot be resolved

Desired Experience & Qualification :

Qualifications and Experience:

Matric plus Diploma in Computer Science / Information Systems or engineering
Min 3 years relevant working experience as a Service Desk engineer (1st Line) in the ICT space
Must have own vehicle and driver’s license
Excellent communication skills
Exceptional client service experience
Detailed orientated
Computer literate
Well Experienced hardware and software

Package & Remuneration :

R 22 000 CTC – R 24 000 CTC