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Field Service Agent

Job Ref
271187
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added
2 Dec 2016
* There have been 22 applications to this job.
* This job has been viewed 1030 times.
Employer:
Datacentrix

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
Prestigious "Best Company toWork For" based in Durban is urgently looking for a Field Service Agent to join their IT team for along term contract. The candidate must have 6 years relevant experience within an IT Supportenvironment and must hold IT certification (A+, N+ and MCSE)
- - - - - - - - - - - - - -
Prestigious "Best Company to Work For" based in Durban is urgently looking for a FieldService Agent to join their IT team for a long term contract. The candidate must have 6 yearsrelevant experience within an IT Support environment and must hold IT certification (A+, N+ andMCSE)
 
Education

A+
N+
ITIL Foundation
MCSE or MCITP

 
Experience & Skills

6 years relevant experience within an IT Support environment
Previous experience withinnetworking support, software and hardware support essential
Good working knowledge /demonstrated ability of elimination processes

 
KEY PERFORMANCE AREAS:
 Process Alignment

Providephysical 1st level support and diagnostics, assisting the Service Desk Agent’s (SDA’s),2nd Level Experts’s (2LE’s) and 3rd Level Experts (3LE‘s)
Perform 1stLevel Diagnostics in cases where the SDA‘s cannot
Assist with answering the phoneduring busy or peak periods
Provide remote support to the SDA’s and 2LE‘s
Fulfil the role of SDA during busy / peak periods after hours and overweekends
Build new workstations, laptops, printers and any other required hardwareconfiguration that is not covered by other contracts
Conduct swap-out of existingworkstations, switches, notebooks, printers, monitors and any other physical component requiredduring service restoration
Upgrade workstations, laptops and other hardware, as required,in line with existing maintenance contracts
Restore operating systems on workstations andlaptops including Fids machines.
Conduct Fids rounds according to the agreed schedule toensure effective operation of the Fids Infrastructure
Conduct an effective handover at thebeginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten orpoorly managed

 
Quality

       Ensure that entries captured into ITSM are accurate payingparticular attention to the description, journal entries and resolution fields
        Ensure attention todetail when selecting the correct Services, categories and sub categories

 
Governance and Compliance

       Ensure adherence toall policies, process, standards and procedures
      Ensure compliance to IT security standards and best practice

 
Audit

            Action audit report findings as and when required

 
Knowledge management

         Implementdeveloped systems, timeously, for the Service Desk environment e.g.; trouble shooting guides,methodologies, operation manuals etc.

 
2.      CustomerService
 

Respond timeously to customer queries and always providefeedback
Actively find ways to improve customer service
Provide customer serviceas per agreed SLA’s and/ OLA’s
Constantly ensure that reference numbers areprovided to customers / users when logging an incident
Consistently conduct oneself in aprofessional, polite and technically sound manner
Constantly speak coherently utilisingtelephone etiquette techniques

3.      Learning
Performance Contracts

            Participate in annual contracting process, agree and sign requireddocumentation
           Participate in quarterly performance management process /reviews

 
SkillsDevelopment

         Ensure learning solutions are identified, proposedand implemented according to ongoing personal and team development plans.
         Negotiate training and development requirements with manager



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