Minimum Requirements
Education:
- Post matric qualification
Experience:
- Knowledge of computer workstation functionality and components.
- Proven experience in diagnosing and resolving hardware/software issues within a help desk environment.
- Experience with Microsoft desktop application support.
- Sound knowledge of PC hardware.
- Experience with Microsoft servers will be an added advantage.
Knowledge and Skills (maximum of 10):
- Ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.
- Ability to implement application software within an organisation to help end-users perform specific tasks.
- Knowledge of ticketing systems.
- Experience with ServiceNow (SNOW) will be an added advantage.
- Basic understanding of cybersecurity /precautions they need to take to protect client data.
- IT Diagnostics.
Competencies:
Customer service skills
- Excellentcustomer service skills, operating with a strong sense of urgency.
- Dedication, teamwork and professionalism.
- Apply critical thinking, design thinking and problem-solving skills in an agile team environment to solve end-user technical problems/opportunities with high-quality solutions.
Communication Skills:
- Ability to communicate effectively with both IT and non-IT end users including the management team.
Troubleshooting skills
- Ability to diagnose and troubleshoot network, desktop/laptop hardware, and commercial software and customized applications.
Planning and organising
- Have the ability to multi-task.
- The ability to handle high-pressure situations and deal with ambiguity.
- Reliable, and can be counted on to work all scheduled workdays and outside working hours.
Duties and Responsibilities
User and Identity Management
- Follow standard help desk procedures (New User, Terminate User, Application Access Request) and manage access control based on company policies.
- Set up workstations for new employees and provide IT introductory training.
Maintenance and support
- Provide technical support and guidance to both agents and managers when needed.
- Server maintenance and updates, including patch management, performance monitoring, and hardware maintenance.
- Virus management
- Troubleshoot current Microsoft operating systems, servers and workstations.
- Provide support after normal working hours when necessary.
- Perform system backups and conduct tests for data restores.
- Follow documented processes