About the job Service Desk Technician
Position Details
Title: Service desk
Reports to: IT Service Desk Manager
Location Head Office, AM Solutions
Primary Focus
The I.T Support Technician's role is to support and maintain the I.T environment across all stores and departments within the My Chemist Group. This is done both remotely and on-site by handling all incoming I.T requests via the service desk.
As a support technician, you will be required to assist our stores and staff with their I.T queries and troubleshoot their issues in order to provide the best possible solution.
Key Responsibilities
Functional responsibilities
§ Attend to requests that come through the service desk according to priority
§ Accurately assign and prioritise the request as required
§ Respond to the request promptly and analyse their requirements
§ Use all available tools, resources and knowledge base to diagnose the issue and assist with the request
§ Provide IT support remotely to resolve the requests to the end user’s satisfaction
§ Escalate through the correct channels as required
§ Document the processes and procedures used to resolve the incident
§ Populate the knowledge base for future reference
Teamwork and Relationships
§ Establish and maintain strong relationships with relevant stakeholders in the Group, which includes Managing Partners, Managers and other staff personnel
§ Work closely with third party technicians and support personnel
§ Demonstrate teamwork and foster good communication with colleagues as well as other staff and management
General Responsibilities
§ Ensure that the highest standard of privacy and confidentiality are maintained at all times and practices are in line with relevant legislation.
§ As and when required, undertake additional projects or activities as directed by management.
§ Act in accordance with all Group policies and procedures.
Qualifications and Experience
§ Certificate IV/Diploma in IT (desirable)
§ Previous experience as an IT Support Tech (desirable)
§ Microsoft and ITIL certified is ideal
§ Basic technical knowledge with IT peripherals and network systems
§ Comprehensive technical knowledge of Windows 7 operating system
§ Ability to read and understand technical manuals and procedural documentation
Personal Attributes
§ Ability to communicate clearly and effectively both verbally and in writing
§ Great organisational skills and attention to detail
§ Ability to manage and prioritise tasks
§ Strong customer service attributes
§ Ability to lift and manoeuvre heavy objects when required