Service Desk Agent Midrand - Midrand
Advanced Projects & People
The main purpose of the is to resolve IT related issues logged via the Service Desk, remotely and telephonically. IT Desktop and Technical Support Investigating desktop related incidents. Working with OS platforms and administrative functionalities Providing Desktop and Technical Support services Providing workstations related support for Absa retail as well as the corporate environment. Locating files and troubleshooting associated issues. Mapping network printers Service Delivery Working together as a team to reach department/team's goals by respecting, trusting and assisting each other. Working together as a team to improve service delivery Helpdesk Support Providing remote support to all Absa users utilising the given remote tools, by resolving all non-hardware related incidents recorded in Ticket Management System. Monitoring and delivering Service Desk outputs. Incident Management Assisting with Incident and Problem management by identifying and reporting re-occurring errors/problems to the relevant support parties. Identifying and reflecting in Service Now all Domain controllers that are offline and re-assigning incidents to the x64 / regional desktop support team for assistance. Identifying and reflecting in Services Now all regions where problems are being experienced on the Absa account for whatever reasons and re-assigning these incidents to the relevant Absa support teams. Ensuring that all incidents logged in Service Now are resolved remotely within the back-office's service level agreement. Ensuring that incidents logged in Service Now that cannot be resolved remotely, are re-assigned to the relevant parties timeously. Attending to all problem related incidents that have been logged in Service Now and not resolved within the set service level agreement. Ensuring that Absa staff members are informed/updated regarding the status of their outstanding and unresolved incidents, and that the possible issues are escalated timeously to all the relevant parties. Investigating and analysing root causes as well as problem re-occurrences, in order to assist with Incident management. Utilising various resources to resolve critical and complex system incidents within the Absa Group and analysing, recommending and implementing solutions to complex incidents using their specialist in-depth knowledge. Assist in determining/identifying the root cause of an incident. Restore/resolve the incident remotely or re-assign it to the applicable area for further investigation and resolution. Escalating to management in said event/circumstances as described above A minimum of 3 year of Remote support experience IT Relevant Diploma, Degree or Certificates Strong Communication Skills Problem solving Skills Time Management Skills Quality management skills Organisation skills Ability to work with people Team Player Pay attention to deta il
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