Job Purpose

• Help end-users resolve issues with computer hardware or software. Respond to user inquiries, troubleshoot and diagnose problems and identify solutions with IT equipment and applications.

Responsibilities

• Client & Customer Management (Internal)
• Help manage internal clients by carrying out standard activities and providing support to others.
• User Support
• Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service level targets to support the business effectively.
• Operational Compliance
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Data Management
• Support others by working on a variety of data management tasks.
• Administration
• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Work Planning
• Organise own work schedule each day in line with changing priorities.
• Personal Capability Building
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential)

Experience

• 2 – 3 years’ experience in desktop support administration (Essential).