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Service Desk Technician
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- Their primary responsibilities include promptly responding to operational break/fix calls, emails, and onsite end-user support requests.
- In responding to these requests for guidance, Service Desk Technicians must listen carefully to the user, ask questions to diagnose the nature of the problem, document the problem, and then patiently walk the user through the problem-solving steps.
- Be an escalation point for all Service Desk I Technicians to guide them on issues and workflows.
- Log, track, and prioritise incidents and service requests using a ticketing system.
- Educate end-users on security best practices, including password management, phishing awareness, and data protection.
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