You Bring:

• Matric
• Required relevant qualifications in IT or A+, N+ certification from a recognised institution.
• At least +3 years’ experience in a Service Desk/Helpdesk environment, infrastructure remote support.
• Exposure and experience within an IT Helpdesk service desk.
• Degree or Diploma in Information Technology (advantageous).
• CompTIA A+, N+ (advantageous).
• Azure Certification (advantageous).
• Microsoft 0365 Certification (advantageous).
• ITIL Foundation certification (advantageous).
• Experience with service level agreements and client database maintenance (advantageous).
• Experience in Networking, Telecoms, and Microsoft applications (advantageous).

What You’ll Do:

• Act as an escalation point for technical support for all IT Helpdesk services.
• Management of ITSM ticketing system aligned with ITIL framework, reporting, and time management.
• Management of any escalations relating to IT infrastructure.
• Ability to administer user accounts on Active Directory.
• Manage escalations related to IT infrastructure, including coordinating with Level 2 and Level 3 support teams and external vendors to resolve complex technical issues.
• Monitor and communicate connectivity disruption, service interruption, and backup alerts to the business promptly.
• Interacts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.
• Previous knowledge of implementing methods and techniques in developing and delivering training on software applications and solutions for the Junior IT Personnel. Training them using proper and safe work procedures.
• May be required to visit various customer sites (betting branches, racecourses, offices and stadiums) for physical equipment troubleshooting and installation.

Customer Centricity

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user’s data in compliance with company policies.
• Follow up on customer escalations from cradle to grave .

Team Work

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time to time.

Key skills/attributes/position specific competencies:

The following indicates what would typically be expected for this role at a competent level:

• After-hours availability for critical support where required.
• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Excellent written and verbal communication skills – especially in writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Negotiation and networking skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to detail.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Highly self-motivated.
• Systems troubleshooting
• Information-seeking.
• Problem-solving.
• Personal development.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
• High level of ethics to ensure corporate responsibility.