Sibanye-Stillwater is hiring for Service Desk Administrator ICT x8 posts

Job Highlights

Are you seeking entry-level jobs? Sibanye-Stillwater is hiring for Service Desk Administrator ICT x8 posts.

Closing date: 29 November 2024

Location: Sasolburg, South Africa

Qualifications

• Have a NQF 4 (National Senior Certificate or Grade 12 or National Senior certificate for adults)
• Have A+ Certification
• Added advantage: ITIL Foundation or any relevant other Certification/Qualification

Requirements

• Have at least 3 years’ experience in a Service-Related Environment.
• Have a clear security screening record
• Have a valid driver’s license
• Have a clear security screening record
• Be medically fit to work in the specific business area.
• Have a clear credit score
• Be able to work shift (morning, afternoon, night) and be able to work on weekends and public holidays

Added Requirements

• Understanding ITIL Life Cycle and management thereof
• Basic knowledge of IT infrastructure, server, PC, laptop, and printer hardware
• Understanding of Microsoft Active Directory
• Understand LAN/WAN networks
• Knowledge of security and data privacy regulations
• Ability to adapt to new technology and changing environments
• Familiarity with ticketing and incident management systems
• Have strong customer service orientation – Customer centric
• Demonstrate exceptional proficiency in both verbal and written English

Key Responsibilities

• Customer Interaction: Act as the initial contact for users experiencing technical issues. This involves answering calls, responding to emails, and managing service portal requests.
• Initial Assessment: Quickly assess the nature of the issue to determine the appropriate course of action
• Ticket Creation: Create detailed tickets for each issue reported, ensuring all relevant information is captured

• Tracking Progress: Monitor the status of tickets, ensuring they are updated regularly and closed once resolved
• Diagnostic Techniques: Use standard diagnostic tools and techniques to identify and resolve common less technical problems
• Guided Solutions: Provide step-by-step instructions to users for resolving issues, such as resetting passwords and account unlocks

• Identifying Complex Issues: Recognize when an issue is beyond the scope of Level 1 support and needs to be escalated to higher-level support teams
• Detailed Handover: Ensure that all relevant information is passed on to the next level of support to facilitate a smooth handover and quicker resolution
• Clear Updates: Keep users informed about the status of their issues, providing regular updates and expected resolution times

• Customer Satisfaction: Ensure that users feel heard and supported, always maintaining a positive and professional demeanour
• Timely Resolution: Work within the defined Service Level Agreements (SLAs) to resolve issues promptly.
• Performance Metrics: Track and report on key performance indicators (KPIs) to ensure compliance with SLAs and identify areas for improvement

• Ticket Analysis: Regularly review and analyze service desk tickets to identify common issues and patterns
• Categorization: Categorize issues based on type, frequency, and impact to facilitate easier analysis
• Recurring Issues: Detect recurring incidents that may indicate underlying systemic issues
• Feedback Loop: Use trend analysis to create a feedback loop for continuous improvement of service desk processes

How to Apply

Sibanye-Stillwater is an equal opportunity, affirmative action employer. To apply for the above-listed job vacancies at Sibanye-Stillwater, proceed as follows:

• Step 1: Access the Sibanye-Stillwater careers & candidate portal.
• Step 2: Register and create a profile.
• Step 3: Locate the vacancy titled “Service Desk Administrator ICT” on the Sibanye-Stillwater careers & candidate portal.
• Step 4: Read and understand the job specifications for the vacancy you wish to apply for.
• Step 5:Upload all relevant documentation (qualifications, etc.)

Preference will be given to suitably qualified candidates from designated groups whose appointments will contribute towards achievement of equita