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 languagesTo be able to work in a 24/7 work scheduleUses troubleshooting techniques and tools to identify technical defects/issuesAssign incidents in line with documented guidelines and proceduresActively supports the customer in all aspects through problem resolution, keeping the customer informed and updated throughout life of incidentClearly 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 databaseConsistently performs to set targetsEscalates problems in line with documented procedures, as appropriateMaintains comprehensive knowledge of service offerings along with future industry products and technologiesAttends required technical training sessions and makes effective use of assigned lab timeComplies with schedule adherence to ensure overall service level targets are achievedIdentifies and provides input on unique or recurring customer problems

 

Knowledge, skills and attributes

 

Excellent verbal and written communications in English and SpanishWorking knowledge of all software currently shipped with NTTD client products and basic knowledge of legacy operating systemsWorking knowledge of PC architecture/technologyWorking knowledge of NTTD and customer supplied applicationsThorough knowledge of Service ProceduresThorough knowledge and understanding of policies and procedures and the ability to determine course of action based on given guidelinesAbility to analyse and solve technical problems by investigating potential solutions using troubleshooting skillsKnowledge on Service Now is preferredGood organizational skillsGood interpersonal skillsExcellent telephone and customer handling skillsAbility to handle stressful situations.Ability to deal professionally with irate customersAbility to learn new products and technologiesSpanish language would be considered highly advantageous

 

Academic Qualifications and Certifications

 

Bachelor’s Degree in any streamAny certification like DELE, SIELE or ACTFL OPICompTIA A+ CertificationITIL 4 Foundation CertificationMicrosoft Certified: Azure Fundamentals certification is preferred but not mandatory