The primary function of the Service Desk Engineer is to respond to incoming support calls and emails in a timely manner ensuring that all support requests are logged, an appropriate response priority assigned and resolved or escalated. 

 Key responsibilities will include:            

• Responding to incoming support calls via ITSM application, phone, email and walk-ins according to call centre management principles. Site visit may be required.
• Working with Service Desk tools and incident / problem / request / change processes.
• Troubleshoot and provide first line support to end users for all IT related support requests related to desktop, laptop, network, printer, peripherals, IT applications and systems.
• Managing user accounts (Active Directory, Microsoft 365, SCCM and SAP).
• Writing, updating, and maintaining documentation (TWI documents).
• Analysing and identifying support trends and process improvement opportunities to improve IT support.
• Following up and closure of all calls logged.
• Posting system status messages regarding outages or major problems.
• Completing weekly and monthly reports.
• Providing on the job training to other team members within the limits of personal knowledge and experience.
• Interaction with the infrastructure team and applications team.
• VPN user management (internal and external) support.
• Mobile device configuration.
• Participate in IS&T Projects.

 Intrinsic Qualities:

• Demonstrated customer services skills.
• Excellent communication (written and oral) and interpersonal skills.
• Displaying appropriate team member skills.
• Self-motivated and quality focused.
• Excellent diagnostic and problem management skills.
• Customer delivery focused and problem solver.
• Excellent understanding of customer’s key business drivers.
• Ability to prioritize in a multiple customer environment.

 Qualifications & Experience: 

• National Diploma in IT.
• CompTIA certified IT Operations Specialist
• Knowledge of or background working with the ITIL methodology – and IT Service Management Foundation certificate is desirable.
• In depth knowledge of general desktop computing systems.
• In depth knowledge of the Microsoft Office Suite of products. Certification will be an advantage.
• Basic knowledge of ERP (SAP) for profile and security management and master data monitoring.
• Good understanding of remote support software/tools.
• Minimum of 2 years’ experience in the operation of IS&T service organizations.
• Valid driver’s licence.