Service Desk Consultant
Service Desk Consultant
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Salary Not Disclosed
1 Vacancy
Job Description
Service Desk Consultant 6/12 Month Contract Potchefstroom
Minimum Requirements
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Grade 12 / Matric certificate.
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A and/or N certification or equivalent IT support qualification.
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Minimum 1 3 years of experience in a Service Desk or IT Support environment.
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Strong understanding of:
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Windows Operating Systems
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Microsoft 365
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Basic networking
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Remote desktop tools
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Preferred Qualifications
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ITIL Foundation Certification
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Experience with service management platforms such as:
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ServiceNow
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Freshservice
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JIRA Service Management
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Exposure to:
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Active Directory
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VPNs
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Endpoint security tools
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Key Responsibilities
1. Incident Management & Request Fulfilment
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Provide firstlevel technical support for hardware software networking and business applications.
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Accurately log all support calls and service requests in the service management system.
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Triage and resolve incidents and service requests where possible escalating to second or thirdline support when necessary.
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Monitor ticket queues and ensure timely resolution according to defined SLAs.
2. Customer Support
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Deliver exceptional customer service via phone email chat or inperson.
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Guide users through troubleshooting steps and provide training where needed.
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Communicate clearly and effectively with both technical and nontechnical users.
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Follow up with users to ensure issues are resolved satisfactorily.
3. Knowledge Base & Documentation
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Create and maintain accurate technical documentation FAQs and knowledge articles.
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Contribute to continuous service improvement by identifying trends and recurring issues.
4. IT Asset & Access Management
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Support user onboarding and offboarding by provisioning or deactivating accounts and devices.
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Track and manage IT assets and peripheral inventory ensuring updates in the CMDB.
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Install configure and support enduser devices and software as per organizational standards.
5. System Monitoring & Maintenance
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Monitor system alerts and take appropriate action based on predefined procedures.
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Perform basic system checks updates and maintenance tasks as required.
Employment Type
Full Time
