SD1 Position Description

Job Description

Exciting opportunity in a growing multinational organisation.

Axiom Technologies has a vacancy for a Service Desk Analyst with approximately 1-2 years experience providing onsite support for one of our valued clients. This role will provide onsite assistance to end users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal workstation performance.

IT Skills and Experience

Basic knowledge of:
  • Strong customer service ethos
  • Strong communications skills
  • Excellent organisational skills
  • In-depth knowledge of hardware and software
  • Ability to work well with people
  • Patience
  • A logical mind
  • Enthusiasm for continual learning
  • Ticketing tools
  • Up-to-date knowledge of the latest IT and software trends
  • Ability to quickly establish good working relationships with clients
  • Time and Leave Management
IT Qualifications

  • Previous Helpdesk (Voice Support) experience preferred
  • Experience of using call logging software
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10
  • Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • Good Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook
  • Basic understanding of PC hardware set-up and configuration
  • MCP/MCSE/CCNA certification would be desirable. But not mandatory
  • Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Engineer & acquired hands-on experience in the above areas in large & complex setups
  • Should have a good understanding of infrastructure management processes; good understanding of process framework like ITIL is needed
  • Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to working in shifts
English Language Ability

(English requirements are the same for all levels of Technician)
Dedicated Engineers:
  • Speaking – Excellent
  • Writing – Excellent
  • Reading – Good
Key Competency – Customer Focus

Develops:
  • Seeks information about the real/underlying needs of the customers beyond those initially expressed and matches these to available products and services
  • Takes proactive steps to exceed customer expectations and add value – without unnecessarily hindering or putting pressure on self or Team’s area of work
  • Seeks customer feedback and acts on it
Key Competency – Analytical Approach (Problem Solving)

Systematic:
  • Systematically analyses the pros and cons of an issue and supporting data
  • Grasps a problem quickly in its totality and identifies trends and patterns by assimilating relevant information
  • Weighs up options using the available data
  • Seeks out and uses factual data when available
  • Identifies ‘if -> then’ relationships
  • Relates and compares data from different sources
Key Competency – Team Player

  • Willingly cooperates
  • Responds positively to requests for information and help
  • Understands how their own behaviour impacts the work of the team and service provided to the customer
  • Puts in extra effort to meet team objectives when necessary
  • Responds positively when asked to work within a team
Experience in a similar role

1 – 3 Year
 
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