Listing Reference: minte_000305
Apply By: 28 January 2025
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE Position: Yes
Position Summary
Mintek, a leader in the scientific, research, and development sector, is seeking a dedicated Service Desk Technician. This role involves serving as the single point of contact for customers requiring technical support.
The technician will be responsible for the installation, maintenance, troubleshooting, and upgrading of a variety of computing equipment, ensuring optimal performance across user devices.
Job Description
Service Desk Responsibilities:
- Act as the first point of contact for technical assistance via remote, in-person, or phone communication.
- Provide support for queries related to computer systems, software, and hardware.
- Perform troubleshooting using diagnostic techniques and implement appropriate solutions.
- Escalate unresolved issues to higher-level support personnel.
- Maintain logs of events, problems, and resolutions.
- Install and manage computer peripherals and office automation devices.
- Identify opportunities for procedural improvements.
- Generate reports to monitor recurring malfunctions.
- Oversee the support and maintenance of conferencing facilities, software, and devices.
- Ensure timely management of Service Desk tickets.
- Participate in disaster recovery activities.
- Configure and distribute ICT assets, along with performing backups and data restores.
User Training:
- Conduct user training, including writing manuals or creating how-to videos.
Minimum Requirements
Education & Experience:
- Relevant ICT degree (e.g., Bachelor of Technology in Computer Systems, Information Technology, Networks).
- Professional certifications (MCSE, A+, Network+, Security+) are advantageous.
- 2-5 years of relevant experience.
Training:
- ITIL Foundation
- Network Administration
- Project Management
- O365 Training
Required Knowledge and Skills:
- Excellent verbal and written communication skills.
- Customer-oriented with a calm demeanor.
- Basic issue diagnosis and resolution abilities.
- Good understanding of computer systems, mobile devices, and technology products.
- Eagerness to learn new technologies.
- Proficient in telephony management, including:
- Maintaining telephony systems
- Supporting APN systems
- Facilitating telephone line installations
- Ensuring functional systems and providing relevant reporting
Information Technology Service Management (ITSM) Skills:
- Request Fulfilment
- Incident Management
- Problem Management
- Change Management
- Asset Management
Customer Service Competencies:
- Maintain high service standards for both internal and external customers.
- Follow up to ensure customer issues are resolved.
Other Competencies:
- Troubleshooting
- Systems thinking
- Problem-solving
- Teamwork
- Research and writing abilities
Advantageous Skills:
- A+ or Certified Network Associate accreditation.
If you’re ready to take on a challenging yet rewarding role as a Service Desk Technician at Mintek, we encourage you to apply before the closing date of 28 January 2025.
All suitably qualified and experienced internal candidates are invited to submit their applications.