Service Desk Support Technician

Support and Operation Technician N1

Profile Description

This Grade 6 Service Desk Technician is responsible for assisting customers in identifying problems and delivering effective resolutions.

This role emphasizes customer satisfaction, ensuring that all queries and issues are handled professionally and efficiently. Adherence to standardized policies and procedures is essential, and the technician ensures that proper escalation protocols are followed whenever necessary.

Analytical ability is a key requirement, enabling the technician to resolve technical issues ranging from routine to moderately complex. The position involves working on assignments that require basic to intermediate problem-solving skills, with minimal instruction on routine tasks and general guidance for new assignments. When needed, the technician can seek assistance from higher-level employees, fostering a collaborative and supportive work environment.

Overall, the role demands a proactive approach to customer service, technical troubleshooting, and process compliance, ensuring that every customer interaction is handled with professionalism and care. The technician’s ability to work independently while leveraging team support contributes to the overall effectiveness and reliability of the IT Service Desk.

Summary of Key Responsibilities

• Provides first-level support in English and Spanish languages
• To be able to work in a 24/7 work schedule
• Uses troubleshooting techniques and tools to identify technical defects/issues
• Assign incidents in line with documented guidelines and procedures
• Actively supports the customer in all aspects through problem resolution, keeping the customer informed and updated throughout life of incident
• Clearly and concisely logs and tracks details of solutions provided to resolve customer issues (logs all ACD calls, emails and call-backs) maintaining and updating customer database
• Consistently performs to set targets
• Escalates problems in line with documented procedures, as appropriate
• Maintains comprehensive knowledge of service offerings along with future industry products and technologies
• Attends required technical training sessions and makes effective use of assigned lab time
• Complies with schedule adherence to ensure overall service level targets are achieved
• Identifies and provides input on unique or recurring customer problems

Knowledge, skills and attributes

• Excellent verbal and written communications in English and Spanish
• Working knowledge of all software currently shipped with NTTD client products and basic knowledge of legacy operating systems
• Working knowledge of PC architecture/technology
• Working knowledge of NTTD and customer supplied applications
• Thorough knowledge of Service Procedures
• Thorough knowledge and understanding of policies and procedures and the ability to determine course of action based on given guidelines
• Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
• Knowledge on Service Now is preferred
• Good organizational skills
• Good interpersonal skills
• Excellent telephone and customer handling skills
• Ability to handle stressful situations.
• Ability to deal professionally with irate customers
• Ability to learn new products and technologies
• Spanish language would be considered highly advantageous

Academic Qualifications and Certifications

• Bachelor’s Degree in any stream
• Any certification like DELE, SIELE or ACTFL OPI
• CompTIA A+ Certification
• ITIL 4 Foundation Certification
• Microsoft Certified: Azure Fundamentals certification is preferred but not mandatory