Job Description

Role: Services Technician

Job purpose

The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to NTT DATA clients both onsite and remotely.


The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.

Performance Objectives

Details

PO 1: Technical Support

Provide remote support to Dimension Data Client end users Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications. Provide VIP support to clients executive members Troubleshoot software and hardware related incidents and requests remotely. Perform application troubleshooting and support as per incidents and requests Work with vendors and internal resources to facilitate resolution of incidents and requests

PO 2: Ticket Management

Respond to Incidents and Requests assigned via the ITSM Tool Ensure Ticket updates are current, and end users informed of progress Respond to and Resolve incidents within SLA Assess, review and resolve assigned tickets within stipulated SLA Escalate tickets where applicable

PO 4: Client Engagement

Communicate effectively with relevant Stakeholders including team members and Management Liaise with end users to effectively reach resolution on incidents and requests Keep users informed of priority changes and timing of resolutions Follow up with users to confirm that resolutions met requirements before closing the ticket

PO 5: People Engagement

Provide support both at a soft engagement and technical to the Dimension Data Client End Users Act as onsite liaison between Dimension Data and Client if the need arises.

Qualifications, Knowledge and Experience

Matric A+ MCSE / MCSP (advantageous) AppleMac Certification (advantageous) Relevant IT diploma (advantageous) ITIL Foundation (advantageous) Network + 3 -5 Years within an IT Desktop Support environment (Level 2 minimum Degree or Diploma and required Certification with 3 to 5 years related experience. Drivers license

Competencies

Punctual, Team Player, Attention to detail, Display a high level of service excellence. ITIL framework

Special Requirements

* Working according to client stipulated hours