Officer, IT Service Desk
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
To deliver agreed-on levels of service to users and customers and to manage the applications technology and infrastructure that support delivery of the services. The service desk is a key function of service operation as they are typically organized to provide fast effective resolutions for the simplest requests with higher levels of escalation when a request needs the input of someone with a higher skill set.
- Providing first-line investigation and problem diagnosis.
- Respond to tech inquiries via email through online chats over the phone or in person.
- Resolving incidents or service requests when first contacted or whenever possible.
- Walk users step-by-step through the problem-solving process.
- Escalating incidents and service requests that cannot be resolved within agreed-on time limits Closing resolved incidents requests and other calls.
- Performing trend analysis and detailed reporting on the service desk application and all platforms that should enhance and track requests
Qualifications :
Qualification
- BSc Computer Science or related field.
- Microsoft Office Suites (especially Word Excel and PowerPoint) and Report Preparation ITIL V4 Foundation Certification
Experience
2 years of experience in IT support or service desk operations.
Strong customer service orientation and ability to communicate technical concepts clearly
Additional Information :
Behavioural Competencies:
- Adopting Practical Approaches
- Challenging Ideas
- Developing Expertise
- Embracing Change
- Empowering Individuals
- Examining Information
- Exploring Possibilities
- Following Procedures
- Meeting Timescales
- Providing Insights
- Taking Action
- Team Working
Technical Competencies:
- Application Knowledge for Support
- Incident and Problem Management
- Infrastructure and Platforms Support
- IT Applications
- IT Programme Management
- Root Cause Analysis
- Service Management Processes
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
About Company
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients ... View more
