Purpose

• The main purpose of this position is to provide first-line (Tier 1) ICT Help Desk support services to the SPU community.

Minimum Requirements

• ICT certificate
• Driver’s license
• ICDL, Microsoft Office Specialist will be an added advantage.
• 2 to 3 years related experience.

Recommendations

• Knowledge of computer systems
• Willingness to work outside of normal working hours

Duties and responsibilities.

First line User support

• Act as the primary interface for the user community and the support staff.
• Provide telephone support before escalating the problem to a qualified support technician.
• Schedule and prioritise support calls for attention of support technicians.
• Provide accurate and comprehensive solutions to customer problems by liaison with the relevant ICT team members.
• Research, resolve, and respond to complex support requests.
• Empower more customers to make more effective use of the IT services available to them.
• Participate in team projects that enhance the quality of efficiency of the ICT Help desk services.
• Contribute solutions to the resolution database.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and support delivery methods to provide technically accurate solutions to customers.

 Licensing of software

• Recommending the procurement and licensing of software.
• Assist with the identification of licensing risks.
• Provide input to the technical team around preferred software.

Client/ user satisfaction

• Measure and monitor user satisfaction indicators and highlight any issues of concern.
• Perform random customer satisfaction survey.

Education and training

• Teach or assist on training courses.
• Test training and competency testing material.
• Participate in evaluating new training and competency testing material.
• Develop coach colleagues.
• Lead and assist other ITC Helpdesk staff with support requests.
• Perform quality assessment on the Helpdesk calls.

Monitor, Evaluate, and report.

• Relevant operational reports as and when required.
• Research and implement best practices.
• Communicate and consult with relevant stakeholders

Ad-Hoc Task.

• Perform ad-hoc tasks as required in the ICT division.