Service Desk Agent

• Responsibilities include the ability to identify research and resolve a broad range of problems associated with users as well as the broader IT Systems infrastructure.
• Provide operational support to business users including after-hours support by assisting in problem resolution
• Monitors the Systems and Infrastructure environments through the use of monitoring tools and pre-defined monitoring processes and reacts quickly to resolve complex problems
• Performs SAP transports in accordance with pre-defined processes
• Reviews user issues logged via email and ensures that these are appropriately logged and assigned to the correct resolver group
• Responds to user requests for information and assists in problem resolution outside of normal business hours
• Re-assigns calls that cannot be resolved immediately to the relevant resolving team or 3rd party as defined in the operational procedures
• Adheres to issues escalation procedures
• Ensures effective communication of the downtime schedule to key business and IT stakeholders
• Logs, documents and maintains history records of logged calls on the IT Knowledge Base
• Troubleshooting, diagnosis and resolution of problems related to the group’s infrastructure components such as server hardware, storage systems.
• Provide front-line support with a focus on incident resolution. They are to provide high quality technical and procedural assistance.
• Systems support across multiple platforms including (but not limited to): VMWare, MS Exchange, Windows Servers, Printing, CCTV, Faxing, SCCM and Backups.
• Responding to telephone calls, calls directly assigned via the incident management system, emails and in-person requests for technical support.
• Conduct first-line telephone support on all incoming calls to the Service Desk  

Minimum Requirements:

Experience:                                                                   

• At least 2 years relevant experience in a Service Desk or IT Support environment
• Proven experience in monitoring, supporting and performing initial troubleshooting with a view to resolve incidents in:
• Enterprise desktop operating systems (Win7,8,10) and Office Productivity Applications (MS Office suite)
• Large scale Microsoft Windows Server environments
• Microsoft systems e.g. MS Exchange, MS SharePoint Data centre computer systems, storage systems, virtualisation, software management systems (SCCM) and backup systems 

Qualifications:

• Matric/Grade 12
• Diploma in Information Technology
• Advanced Diploma or Equivalent in Information Technology would be advantageous 

Minimum Certificate(S):

• MCSA (Microsoft Certified Solutions Associate)
• Installation, Storage, and Compute with Windows Server 2016 (Storage and Disk, Data dedupe, HA, DR, Clustering)
• Networking with Windows Server 2016 (DNS, DHCP, IPAM, VPN, DFS, SDN)
• Identity with Windows Server 2016 (AD DS, AD CS, AD FS) 

Advantageous Certificate(s):

• Valid CCNA Certification
• A+/N+
• Enterprise Server Hardware (e.g. HP, Dell)
• ITIL Service Management Foundation advantageous 

Other Requirements:

• Prepared to work outside of normal working hours including overtime, weekends and/or public holidays
• The position requires rotational shift work
• A keen ability to work collaboratively within a team and across multiple pillars in ITSS
• Good working knowledge and experience in the use of enterprise monitoring systems (Solarwinds, SCOM)
• Good understanding of networking principles – TCP, UDP, etc. 

Competencies:

• Flexible and open to change
• Build and use key relationships
• Problem-solving ability
• Planning and organizing
• Initiate and Achieve Results