DISCOVA

About the Opportunity

As Service Desk Technician, you are critical in ensuring proper computer operations in Discova so that end users can accomplish business tasks consistently. The role includes receiving, prioritising, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. There is opportunity to be involved in a variety of infrastructure and network hardware, software, IT services and IT project work.

Your main responsibilities are:

• 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.
• Build rapport and elicit problem details from service desk customer.
• 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.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the Discova.

The Essentials:

• University degree in the field of computer science or related field or;
• 3+ years related work experience.
• Certifications are an advantage, but not mandatory (Microsoft, Cisco, ITIL, etc.).
• Proven experience with desktop and server operating systems and administration, including Windows and Linux based distributions.
• Proven experience with application support, including application troubleshooting, connectivity troubleshooting, etc.
• Proven knowledge of a range of diagnostic utilities, for example ManageEngine OpUtils, PowerShell, Microsoft Debug Diag Tool, Command Line Interface, etc.

The Attributes:

• Excellent organisational skills with the ability to be flexible and implement change when needed.
• Excellent communicator to a diverse range of people (customers, suppliers, team members, leaders).
• Able to work under pressure and juggle multiple tasks and able to work outside office hours when required.
• Solution focused and great at problem solving.
• Able to work independently and within a team, assisting team members to help everyone achieve results.
• Personally aligned with Discova’s company purpose and values.
• Knowledge of basic computer hardware, including disk management and replacements.
• Familiarity with the fundamental principles of ITIL and service desk environments.
• Knowledge in LAN/WAN technologies such as TCP/IP networking.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun: At the heart of everything we do at Discova is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
• Employee giving program
• Office Environmental Program
• 1 Volunteer Day per Calendar Year.