JOB SCOPE
▪ Provide a professional and personal first point of contact for all users.
▪ First Call Resolution on simple tickets.
▪ Handle all incoming tickets as required.
▪ Initial analysis and assessment of incident and alert tickets
▪ Distribution of tickets to the sys admin team to ensure prompt resolution within SLA.
▪ Taking ownership of assigned cases throughout the lifecycle of support.
▪ Ensure that all client support requests and incidents are handled effectively with regular user communication.
▪ Own and assist with regular tasks and functions that are key to service provision.
▪ Ideal applicants will have previous client support experience within a Managed Services environment or an internal IT
team and strong attention to detail.
▪ Onsite analysis, diagnosis and resolution of desktop problems for end users.
▪ Collaborate with 3rd level support to prevent system downtime.
▪ Software, hardware and network troubleshooting.
▪ Perform quality work on all service requests/incidents with agreed SLA.
▪ Setup and configuration of new keyboard, PCs, laptops etc.
▪ Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.
▪ Requesting and coordinating vendor support
▪ Responsible for tracking hardware and software inventory
▪ Familiarise end users on basic software, hardware and peripheral device operation.
▪ Be available to Support Other Sites and Clients
REQUIREMENTS
▪1 to 2 years working experience in an IT environment.
▪ Microsoft Windows experience
▪ Microsoft Office experience
▪ Internet experience
▪ Working technical knowledge of current protocols, operating systems and standards. Routers, switches and firewall
experience
▪ Tertiary education: IT Certifications/Diploma
▪ Preferred ITIL V3 Foundation/Awareness