Transnet IT / Telecom Jobs in Johannesburg
1. Patiently scroll down and read the job description below.
2. Scroll down and find how to apply or mode of application for this job after the job description.
3. Carefully follow the instructions on how to apply.
4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.
Position Purpose
- To provide first-line ICT technical troubleshooting, support and resolution requests.
- Analyse, diagnose and resolve client faults timeously which may vary from straightforward to more complex service requests/faults.
- Ensure client satisfaction with the Transnet community nationally.
- Respond to large volumes of service requests within acceptable norms whilst also ensuring a high degree of client satisfaction.
Position Outputs
- Identify, diagnose, and troubleshoot reported issues on 1st Level Basis
- Acknowledge, resolve, and cascade reported service requests timeously
- Verify, investigate, and provide first-time resolution (where applicable) on Transnet deployed applications (e.g. ITSM tolls challenges).
- Accept user faults and requests (telephonically, email, self-service, and walk- (where applicable))
- Determine the type of ticket, prioritise and assign to the relevant function, support group or service provider (as per approved process or work instruction) and issue a ticket reference number/s
- Contribute to administration of help and service desk processes and procedures, management of document versions, standby documentation and service request forms.
- Maintain (verifying user information while logging a ticket) user information captured in the tool in line with legislation(POPIA) as per approved process.
- To provide a single point of contact for end-users (log, and record tickets to the Service Desk tool currently in use by the organization
- Render telephonic assistance to users by resolving any pertinent desktop issues e.g MS Office Applications, File, Internet Access, Network Connectivity etc
- Acknowledge, record, and categorise reported issues by providing solutions and where necessary cascade to 2nd Level Support To provide first-level support on devices and applications deployed in the Transnet environment (installing, diagnosing, repairing and upgrading)
- Contribute to the improvement of processes pertaining to the service desk and first level support initiatives
ADVERTISEMENT - CONTINUE READING BELOW
Qualifications and Experience
- Diploma (NQF 6) In IT Knowledge of Microsoft products Knowledge of an IT Service Management tool an advantage Microsoft A+ and N+ Advantageous
- 2 - 3 Years of working experience in a customer service-oriented environment
Competencies
- Analytical Thinking
- Attention to Detail
- Communication
- Coping under pressure
- Decision Making
- Innovative
- Networking
- Planning and Organising
- Problem-Solving
- Relationship Building
- Results Orientation