Service Desk Operator (ICT)

Description

The ICT Service Desk Operator has the responsibility of being the first point of contact for users who log tickets with the CBH ICT service desk. The Service Desk Operator must always provide the highest level of customer service and resolve all tickets in a professional and timeous manner.

• Grade 12 or equivalent.
• Required Tertiary Education: A+ will be an advantage.
• A minimum of 2 years’ relevant experience.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
• Hands-on experience with Windows environments.
• Solid problem-solving and multitasking skills.
• Customer-oriented attitude.
• Good communication and inter-personal skills.
• Team player but must also be able to work independently using own initiative.
• Working knowledge of office automation products and computer peripherals, like printers and scanners.
• Ability to perform remote troubleshooting and provide clear instructions.
• Diagnostic and problem-solving skills.

• Always provide the highest level of customer service.
• Monitor and respond to all tickets logged on the CBH electronic ticketing system.
• Use a knowledge-based tool along with expertise to resolve tier 1 requests in a timely manner.
• Escalate unresolved incidents / requests / problems to the proper tier 2 and 3 support team.
• Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems, including the mobile phone management and various other day to day systems.
• Follow standard Service Desk operating procedures.
• Assist in the upkeep and administration of the various ICT management systems, such as the mobile device spend management platform, the ICT asset tracking system, the ICT service desk tickets as well as the APN device management and registration.
• Assisting in the maintenance of the Active Directory, including group memberships and user details.
• Provide basic support to users in relation to everyday issues such as password resets, unlocking mobile phone accounts, increasing APN limits and other support functions as requested from time to time.
• Assist in the creation of technical documentation and training manuals.
• Provide basic user training, support, advice and feedback.