Service Desk Support Technician

At Africa Personnel Services, our people are the most important resource. We pride ourselves in the quality of our employees and ensure employees condone all our values. Our international business is built on sound Human Capital principles, while offering all our clients the highest levels of loyalty, integrity, and respect. Since 1996, we have been facilitating livelihoods for thousands of people across Africa and beyond.
We at APS are looking to recruit a Service Desk Support Technician. The position will be directly responsible for supporting the various existing internal and external to repair and resolve hardware (laptop, desktop & printer) failures. The position will be required to handle all troubleshooting of computing devices, repair faulty devices and manage warranties including component replacements by following laid out procedures. Manage internal staff device troubleshoot, device management and device security including antivirus management.
If you are an individual that believes in career progression, methodical, innovative, fearless and want to be on the winning team, we are the team for you.

Responsibilities

• Serve as the first point of contact for both internal and external customers seeking technical assistance over the phone or email.
• Installs, configures, maintains, upgrades, repairs and replaces information management/information technology (IMIT) devices, PC components, peripherals, monitors, IP Phones, OS/Applications software, and interfaces, including transmitters, cabling, and communication outlets or network devices.
• Analyze and troubleshoot devices brought in for warranty related repairs to thoroughly assess the device and make appropriate recommendations for repair of the devices.
• Replace faulty components on laptops, desktops and other computing devices as necessary in line with the laid-out repair protocols.
• Assign Users with devices and update device tracker.
• Make recommendations of device upgrade and decommissioning of devices as and when need arises.
• Prepare Job Cards, Repair Orders and Parts Requisitions for all device repairs and or warranty works.
• Service devices in accordance with Service Level Agreements with Customers.
• Document user requests and also update client trouble tickets with the current status of the issue.
• Ensure trouble tickets raised by users through emails, telephones or in-person are properly documented.
• Ensure to update tracker on all complaints raised including resolutions made to the complaints.
• Report on any feedback or suggestions by customers to the appropriate internal team.
• Follow-up and update customer status and information pertaining to jobs on hand; and
• Ensure adherence to reporting framework including weekly and monthly progress reports and job status.

Qualifications

• A Diploma or Degree in Information Technology or Computer Science
• CompTIA A+ Certification, ITIL Foundation Certificate (V2) Certification is added advantage
• Candidates should have at least 2 years of experience in hardware repairs and maintenance specifically laptops and desktops.
• Proven experience as a help desk technician or other customer support role
• Member of an ICT professional Body with valid Practicing Certificate
• Good problem-solving, analytical, and team-working skills.
• Must have good Customer Service and Communications Skills.
• Must have good Management and Organizational Skills
• Must good specialized skills in Technical Support, Help Desk Support, Operating Systems, Active Directory
• Capability to make informed decisions quickly
• Excellent communication and interpersonal skills.

KINDLY NOTE THE FOLLOWING.

• ALL CVs shared must be in PDF FORMAT and the position being applied for must be clearly indicated in the subject line of your email.
• Attach at least 3 traceable references.
• Valid email addresses of references must be included on the reference list.
• DO NOT share your certificates at this time.