Overview
IT Service Desk Technician Jobs in Centurion, South Africa at Ampath Trust
Advert Reference: P15258 IT Service Desk Technician – Centurion
Job Title: IT Service Desk Technician – Centurion
Closing Date: 2025/03/20
Position Available From:
Area: Centurion
Actual Place Of Work: Centurion
Position Type: Full-Time
Weekly
Hours:
40
Time
Conditions:
5 day Work Week (South Africa)
Purpose of Position: To ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Requirements:
Bachelor Degree in Information Technology, Computer Science, Management Information Systems or an advanced Technology-related Degree (Required)
Industry recognized certification in IT Service Management (Required)
Industry recognized IT certification (Required)
Required Experience:
2 – 6 years related experience in information technology
Experience with desktop operating systems
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
Knowledge of basic computer hardware
Working knowledge of a range of diagnostic utilities
Key Responsibilities:
Alert management to emerging trends in incidents
Assist in software releases and rollouts according to change management best practices
Build rapport and elicit problem details from service desk customers
Contribute to technician knowledgebase as needed
Deploy pre-packaged software using distribution tools and processes as requested by end users
Develop help sheets and FAQ lists for end users
Escalate incidents with accurate documentation to suitable technician when required
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
Identify and learn appropriate software and hardware used and supported by the organization
Install antivirus software and ensure virus definitions are up to date
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Perform post-resolution follow-ups with Level I Technicians as required
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Provide suggestions for continual improvement
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Reinforce SLAs to manage end-user expectations
Research solutions through internal and external knowledgebase as needed
Test fixes to ensure an incident has been adequately resolved
Use remote tools and diagnostic utilities to aid in troubleshooting
Applicants must have a South African  a valid South African work permit. We do not accept any faxed or emailed CVs. If we have not contacted you within 14 days, please consider your application unsuccessful.
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Title: IT Service Desk Technician
Company: Ampath Trust
Location: Centurion, South Africa
Category: IT/Tech (Technical Support, HelpDesk/Support, IT Support), Customer Service/HelpDesk (Technical Support, HelpDesk/Support)
