Vacancies exist for Service Desk Technicians (x4), based at Life Healthcare Head Office, Dunkeld, reporting to the Infrastructure Project Manager. The successful candidate will be responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. The Service Desk provides a single, central point of contact for all users of IT. Service desk staff execute the incident management and request fulfillment processes to restore normal service within SLA. Service Desk Technician will have strong infrastructural and procedural knowledge of the various systems / hardware within Life Healthcare Group that require end user support, managing, administering, and troubleshooting. Primary responsibility to meet incoming call SLA.

 

Critical Outputs

Strategy & Planning

 

Alert management to emerging trends in incidents.

Operational Management

 

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Aim to resolve incident on the first call. In cases where it is impossible to resolve an incident as the 1st level support, to know when, how and where to escalate to.

Take ownership and responsibility of an incident and see it through from start to finish.

Build rapport and elicit problem details from service desk customers.

React rapidly to major incidents, provide workarounds where possible, and restore services as quickly as possible.

Issue timely communications to affected user’s/Business units and provide regular status updates.

Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Escalate incidents with accurate documentation to suitable technician, when required escalate and follow-up.

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Use remote tools and diagnostic utilities to aid in troubleshooting.

Research solutions through internal and external knowledgebase as needed.

Assist team wherever possible in incident resolution. Work with and as a team.

Identify and learn appropriate software and hardware used and supported by the organisation.

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including, delivery of peripherals, or other fixes as determined.

Install antivirus software and ensure virus definitions are up to date.

Test fixes to ensure an incident has been adequately resolved.

Develop help sheets and FAQ lists for end users. Publish or update 2 knowledge articles per month.

Contribute to technician knowledgebase as needed. Collaborate with technical specialists monthly to update knowledge base.

Reinforce SLAs to manage end-user expectations.

Provide suggestions for continual improvement through analysing and trend analysis.

Maintain professional and healthy relationships with vendors.

Maintain professionalism and high levels of Service Delivery.

Adhere to Service Desk etiquette.

Adhere to SLAs/OLA’s in place.

Participate in an on-call rota, providing 24 hours, first line support service to users.

Managing of tasks and activities which may require adjustments to priorities to satisfy business needs

 

Requirements

 

Matric and 3 years equivalent work experience in Contact Center / Service Desk or technical role

Knowledge of basic computer hardware, including printers/scanners/laptops.

Understanding of ITIL working practices

Experience of Customer Relation Management

Experience in high pressure, high call volume service desk.

Experience with desktop operating systems, including MS Office 2016/O365, Windows10

Working knowledge of a range of diagnostic utilities, including Active Directory, Citrix Director, Print Servers

Extensive application support experience with Outlook, ServiceNow, Hospital applications, MS Teams

Broad knowledge of IT products, services, and terminology

Certifications in A+, N+, ITILv3 / ITILv4 preferred.

 

Competencies

 

Problem solving

Exceptional written and oral communication skills

Exceptional interpersonal skill

Customer service

Strong attention to detail

Ability to work under pressure

Good organisational skills and ability to prioritize workloads.

Drive and motivation

 

Interested candidates can send their CVs