Customer Services Engineer

Why choose Logicalis?

Its not just IT solutions, Its IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4, 500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the worlds leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE PURPOSE

The 1st Line Service Desk Analyst is part of a dedicated team assisting customers with first level support on various technologies. Service Desk activities includes phone handling, email management, 3rd party management, first contact resolution and engaging with resolver teams within the wider business.

The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours.

DELIVERY RESPONSIBILITIES:

Responsibilities include:

• To monitor and distribute Incident calls to ensure that the appropriate action is being taken to meet SLA when first contact resolution could not be reached,
• Handle incoming contacts from customers ensuring they are acted upon in a timely manner in accordance with agreed SLAs,
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information,
• Manage third party suppliers to log support calls, get updates on open support calls or request technical advice,
• Work closely with resource management to organise engineer to site where required,
• Escalating calls to ensure they receive the attention and support required,
• To take ownership of Customers requests and Incidents and deliver service excellence while doing so.
• To ensure all requests and incidents meet or exceed the contractual Service Level Agreements,
• Maintain high customer-care levels at all times,
• Carry out simple remote diagnostic tests and checks when incidents are logged by customers and ensure they are documented

KEY PERFORMANCE INDICATORS:

• Adherence to Schedule. This entails adhering to the roster as schedule on a rotation,
• Achieve contracted customer SLAs,
• Deliver a world class service by ensuring verbal and written quality metrics is achieved,
• Attempt to resolve Incidents and Requests to achieve the FCR targets

PERSON REQUIREMENTS:

EXPERIENCE:

• At least one years experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• The candidate should ideally have 1-2 years experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.
• Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4.
• Good PC skills, MS Office packages,
• Experience in the following applications will be advantageous.
• Supported Applications
• Operating Systems
• Office Applications

Windows 7

Adobe Flash

Windows 8

Adobe Reader

Windows 10

Cisco Jabber Client

Cisco Voice

Security Applications

Crystal Reports

McAfee VirusScan

Google Docs

Norton Antivirus

Java for Windows

Microsoft Access

Internet Browsers

Microsoft Excel

Apple Safari

Microsoft Live Meeting

Google Chrome

Microsoft Lync

Microsoft Internet Explorer

Microsoft Office 365

Mozilla Firefox

Microsoft Outlook

Microsoft PowerPoint

Mobile Devices

Microsoft Project

Android Devices (Tablets/Phones)

Microsoft SharePoint

Blackberry Devices

Microsoft Silverlight

iOS Devices (iPads/iPhones)

Microsoft Visio

Windows Mobile (Tablets/Phones)

Microsoft Word

Microsoft Works

Hardware

WinZip

Printers

Laptops

Desktops

Peripherals (keyboard, mouse)

QUALIFICATIONS:

• Matric
• A+
• N+
• IT Diploma or Certificate (preferred)
• ITIL Foundation (advantageous)

ADDITIONAL SKILLS/ATTRIBUTES:

• A detailed and accurate approach to undertaking all duties,

The ability to communicate both verbally and electronically in a clear, professional manner,

• A good listener, with the ability to communicate technical issues and resolutions to people of varying levels of understanding,
• A team player but able to work independently and be self-motivated. The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
• The ability to prioritise while under pressure,
• Professional & diligent,
• Good telephone etiquette,
• Enthusiastic, energetic and confident,
• Broad understanding of IT infrastructure, networking or servers and peripherals,
• Actively seek to improve and grow own skill and knowledge in appropriate areas.