IT Service Desk Technician (Helpdesk 1st Line Support)
Job Purpose
Service Desk Technician providing first-line support to Client Sites using Remote Tools.
Duties and Responsibilities
- Validate newly created tickets from all sources using Validation Matrixes.
- Validate customer details (contact customer if required).
- Validate first pass assessment of impact and change if required.
- Validate first pass assessment of priority and change if required.
- Update the detailed description where required.
- Update system affected.
- Create tickets for incidents sourced from monitoring systems (where auto creation of tickets not enabled).
- Create tickets for sites/systems that have outages or performance degradation.
- Validate non-pinging sites (on monitoring systems) with technicians assigned to sites.
- Contact clients to confirm site status and create associated tickets based upon status.
- Respond to clients who phone Help Desk Number to report incidents and/or request follow-up.
- Create ticket for new incident/request.
- Inform client that ticket has been created and is being assigned to a technician.
- Provide status of ticket to client where requested.
- Inform Service Delivery Team Leader of any high impact/site outage tickets logged.
- First Line Remote Support – conduct first line check on new tickets and resolve with remote tools where possible.
- Update ticket with result of check.
- Ensure ticket impact/priority is appropriate and change if required.
- Assign tickets that require onsite response to Field/Site Engineers.
- Inform technician that ticket has been assigned via IM tools.
- Install systems using remote tools.
- Perform scheduled system checks via remote tools:
- Infrastructure
- Servers
- Networks
- PAAS and SAAS Systems
- Security Checks
- Liaise with external suppliers or vendors on the following:
- Repair of equipment under warranty or maintenance contract.
- Troubleshooting of software under warranty or maintenance contract.
- Assist site dedicated and field technicians where required.
- Update check-in and check-out system on status daily.
- Update site documentation with changes.
- Perform in-office repairs and upgrades of carry-in devices (workshop):
- Cost repair and communicate via quotation to requester and update ticket.
- Where cost rejected, return equipment to requester and update ticket.
- On approval received, order spares required/obtain from internal stores.
- Conduct repair/upgrade.
- Test repair/upgrade.
- Communicate costs to admin for billing.
- Release repaired device to requestor on admin approval.
- Escalate to Team Leader – Service Delivery where required.
Job Type: Full-time
Requirements:
- A good understanding of Office 365 administration (e.g., licence assignment, mailbox storage and archiving configurations, mailbox setup).
- A good understanding of network printers (setting up user profiles on printers to scan and print, installing drivers on the user’s computer to connect to a printer).
- A minimum of 2 years’ experience as a Helpdesk Technician, supporting 1st line tickets.
- Experience with domains (joining a workgroup to a domain, resetting user passwords, enabling or disabling accounts).
Education:
Experience:
- IT Service Desk Technician: 2 years (Preferred)
Certification:
- Network+ and A+ Certification or similar.
Ability to Commute:
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