Service desk Engineer L2

• The logging of all requests via telephone and email accurately into the Remedy System
• Manage end to end all calls logged and providing updates to keep customers
• Include all troubleshooting notes in logged request or incident.
• Provide first line support on all customer facing challenges and try and resolve on first call.
• Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.

• Identify trends by monitoring and analysing incoming calls, problems and support
• Use the required dashboards or views to track and escalate issues seamlessly
• Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
• Escalation and management of calls to agreed SLAs
• Avoid requests from breaching target to meet clients
• Manage all Pending UNA requests.
• Applying pre-build images to standard devices
• Ensure the device is correctly prepared beforedeployment
• Set up user profiles
• Connecting devices to the network
• Troubleshoot and repair technical desktop issues On-site or remote connection
• Support for mobile devices (Ipads, Tablets, android devices etc)
• Security Compliance for assets
• Executive support ((Dealing with executive requests)
• Asset Management/ reverse logistics (Asset transfers and keeping the store in order)
• Asset scrapping

• Resolve as much calls on first call resolution
• Perform daily health checks in the environment to assure all systems are fully
• Identify and learn appropriate software used and supported by the organisation.
• Escalate queries beyond the scope to L3 support
• Regularly update and attend to all customer UNA queries and follow UNA process.

• Matric/Grade12
• Excellent language command: English/Afrikaans
• Good understanding of basic IT operations (essential)
• Experience in Remedy Service Desk (advantageous)
• A+ and N+ certified
• Excellent attendance and punctuality are required

• Listening Skills
• The Ability to set and execute the vision of the company
• People Skills
• Strategic Thinking
• Exceptional team management
• Excellent verbal and written communication.

• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Required to work shifts (24 x 7 x 365)
• Be prepared to perform standby duties and work irregular hours if required

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