Senior Service Desk Engineer

Senior Service Desk Engineer

Zenzero City of Cape Town, Western Cape, South Africa

To provide technical knowledge and experience to resolve Service Desk incidents and requests tickets. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premise, in Quostar’s cloud environment and within public cloud services.

Responsibilities :

• Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.
• Work as a team with other members of the Service Desk support team to resolve client issues and take full ownership of Service Desk tickets that are escalated to you.
• Partake in an out of hours emergency support rota.
• Utilise QuoStar's internal Service Desk systems and any other tools required to complete your role.
• Undertake any training required by QuoStar.
• Complete full documentation of client and internal systems to the required standard.
• Follow policies and procedures to comply with QuoStar's ISO20000 and ISO27001 accreditation.
• Management of your own time and resolution of service requests within SLA.
• Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.
• Strive for continuous improvement in everything you do.
• Desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions.
• Share your knowledge, experience and work ethic with other members of the QuoStar teams to aid their own development and exceed QuoStar standards.
• To become involved in other tasks / duties as required

Essential experience, skills and qualifications :

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Desirable experience, skills and qualifications :

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Information Technology

Industries : IT Services and IT Consulting

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