First Line Support Engineer with MCSE Certification
Datacentrix is looking for a certified First Line Support Engineer with MCSE certification to be responsible for the efficient logging and response to customer requests, adherence to specific Operational Level Agreements, and contribution toward positive first call resolution rates and overall Service Level Agreements.
Key Skills / Competencies / Qualifications: - Vendor Accredited Platform certification is required, Microsoft and Citrix.
- Previous desktop support experience is an advantage.
- 2 years previous IT Service Desk experience.
- Excellent data capture and typing skills.
- Must be able to use all Microsoft Office applications.
- Must show excellent communication, analytical, and troubleshooting skills.
- Previous experience with a Service Desk Application.
- Must show a good understanding between Software, Application, and Infrastructure components in an IT environment.
- Must understand the concept of an SLA and OLA.
Responsibilities: - Capture customer requests from varied inbound sources into the company’s Call Management System.
- Ensure that every opportunity that can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined per customer.
- Analyse the reported fault and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application. If unresolved, ensure the request is correctly assigned to the correct resolver group.
- Ensure that correct business practices and fixes are used to resolve a reported fault.
- Maintain attentiveness and excellent communication at all times.
- Understand the sensitive nature of support offerings and ensure all tasks are performed with honesty and integrity.
- Document in detail the resolutions and fixes used for future reference.
- Be customer-focused and strive to return the customer to a working state.
- Issue a reference number for every incident logged.
- Handover all incidents to the next shift for further resolution.
- Adhere to all Service Desk and Client specific processes.
- Ensure that 98% of all calls are answered within 30 seconds.
- Accountable for effective, detailed, and accurate request capturing.
- Confirm customers’ information.
- Update the call at least once a day with all correspondences and actions for a complete audit trail.
- Provide professional and efficient communication between the business and the customer.
- Ensure that the call classification matches the call description.
- Enter a detailed activity history into each call.
- When re-assigning priority 1 and priority 2 calls to other groups, follow up with an email or telephone call.
- Adhere to the Call Lifecycle Management Processes and Procedures.
- Log all service requests and incidents received within 15 minutes.
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