IT Helpdesk

About the Opportunity
As Service Desk Technician, you are critical in ensuring proper computer operations in Discova so that end users can accomplish business tasks consistently. The role includes receiving, prioritising, documenting, and actively resolving end- user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. There is opportunity to be involved in a variety of infrastructure and network hardware, software, IT services and IT project work.
Your main responsibilities are:

Research solutions through internal and external knowledgebase as needed.
Build rapport and elicit problem details from service desk customer.
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.
Perform hands- on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Identify and learn appropriate software and hardware used and supported by the Discova.

The Essentials:

3+ years related work experience.
Certifications are an advantage, but not mandatory (Microsoft, Cisco, ITIL, etc.).
Proven experience with desktop and server operating systems and administration, including Windows and Linux based distributions.
Proven knowledge of a range of diagnostic utilities, for example ManageEngine OpUtils, PowerShell, Microsoft Debug Diag Tool, Command Line Interface, etc.
University degree in the field of computer science or related field or;
Proven experience with application support, including application troubleshooting, connectivity troubleshooting, etc.

The Attributes:

Knowledge in LAN/WAN technologies such as TCP/IP networking.
Solution focused and great at problem solving.
Able to work under pressure and juggle multiple tasks and able to work outside office hours when required.
Familiarity with the fundamental principles of ITIL and service desk environments.
Knowledge of basic computer hardware, including disk management and replacements.
Personally aligned with Discova’s company purpose and values.
Excellent organisational skills with the ability to be flexible and implement change when needed.
Able to work independently and within a team, assisting team members to help everyone achieve results.
Excellent communicator to a diverse range of people (customers, suppliers, team members, leaders).

Have fun: At the heart of everything we do at Discova is a desire to have fun.
1 Volunteer Day per Calendar Year.
Employee giving program
Personal connections: We are a big business founded on personal relationships
Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in- person work.
Office Environmental Program
We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
A career, not a job: We offer genuine opportunities for people to grow and evolve
Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering- You&039;ll have to experience it to believe it!

Cập nhật gần nhất lúc: 2024-04-03 11:46:24