Description<\/p>\n
OVERALL, PURPOSE OF THE JOB<\/p>\n
\tTo provide exceptional first line technical support to end-users by resolving IT issues efficiently and effectively. The role encompasses managing the helpdesk, attending to incoming calls, and conducting client satisfaction survey and contribute\u00a0 \u00a0to the overall improvement of IT services within the organization.<\/p>\n
Service Desk<\/p>\n
\tManage incoming support requests via phone, email, and ticketing system.
\n\tPrioritize, categorize, and log incidents and service requests accurately.
\n\tProvide first-level technical support and troubleshooting for hardware, software, and network issues.
\n\tEscalate complex issues to higher-level support teams as required.
\n\tMonitor and manage service desk performance metrics.
\n\tContact clients to update them on the status of their queries logged and follow-up with technicians to make sure the SLA is met as far as possible.<\/p>\n
Operations<\/p>\n
\tContribute to the development and improvement of helpdesk processes and procedures.
\n\tParticipate in knowledge transfer and training sessions.
\n\tMaintain up-to-date knowledge of IT systems, applications, and infrastructure.
\n\tEnsure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
\n\tAdhere to security policies and procedures.
\n\tIdentify and report potential security threats or vulnerabilities.
\n\tAssist in security awareness campaigns.<\/p>\n
Customer Service<\/p>\n
\tDeliver excellent customer service by providing timely and effective support.
\n\tBuild strong relationships with customers and foster a positive user experience.
\n\tManage customer expectations and communicate clearly and professionally.<\/p>\n
Knowledge Base<\/p>\n
\tContribute to the creation and maintenance of the knowledge base.
\n\tProvide accurate and up-to-date information to users.
\n\tLeverage the knowledge base to resolve incidents efficiently.<\/p>\n
Administration<\/p>\n
\tManage and maintain IT equipment and inventory.
\n\tPerform routine administrative tasks related to the helpdesk.
\n\tGenerate reports and statistics as required.
\n\tPerform other duties as assigned.
\n\tParticipate in IT projects as required.
\n\tProvide technical support for project implementations.
\n\tAssist in testing and deployment of new IT systems or applications.<\/p>\n
Requirements<\/p>\n
EDUCATION<\/p>\n
MINIMUM<\/p>\n
\tNational Higher Certificate in ICT or related equivalent NQF 5 Certificate<\/p>\n
IDEAL<\/p>\n
\tNational Diploma in IT and ITIL Foundation and A+ or N+.\u00a0<\/p>\n
EXPERIENCE\u00a0<\/p>\n
\t2 years IT Service Desk or IT Administration Experience<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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