Service Desk Remote Support Agent (MCG)

Title

Job Description

We are looking for Service Desk Agent to ensure that the identification, logging, allocation, resolution of password reset and account lockout related incidents and requests, and correct allocation of tickets that affect the quality of service to the customers is carried out timeously and effectively and to the satisfaction of the client.

Key responsibilities:

• Respond to and resolve escalated technical issues from Level 1 support.

• Perform advanced troubleshooting of hardware, software, operating systems, and network-related issues.

• Support enterprise applications, email systems, VPNs, and cloud-based services.

• Troubleshoot and support Active Directory, user accounts, and permissions.

• Investigate and diagnose system performance issues, security incidents, and application failures.

• Assist in software installations, updates, and configurations.

• Work with Level 3 support teams for unresolved issues.

• Monitor and troubleshoot network connectivity and server-related issues.

• Train and mentor Level 1 support technicians on common technical issues.

• Maintain detailed technical documentation and knowledge base articles.

• Hands-on experience with remote desktop support tools and ticketing systems.

• Ensure that all contracted customer Service Level Agreements are met monthly

• Ensure that calls logged to you are followed up, escalated, serviced, and resolved within the agreed SLA

• Ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)

• Ensure that calls are managed and updated with the latest updates daily until call closure

• Ensure a minimum of 98% customer satisfaction feedback rating monthly for all customers and remedial action taken mitigate going forward if SLA not met

• Provide basic Active Directory user and computer account administration

• Provide remote printer support

• Provide all end user support that can be attended to and resolved telephonically or remotely

• Ensure continuous communication and feedback regarding escalations to user, user line management and the technical team

• Ensure adherence to all Altron processes, policies, and procedures as per prescribed compliance

• Ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework

• Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance

Qualifications, Skills and Experience:

• CompTIA A+

• CompTIA N+

• MCITP or Microsoft Office 365 Fundamentals

• Windows Operating System Fundamentals (Windows 10/11)

• 3 - 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications

Education