Qualifications:

• A+
• N+
• Microsoft Certified Desktop Support Technician Qualification
• ITIL Foundation training.

Experience:

• Minimum 2 years in a Service Desk  environment , and minimum 3 years experience in a first line support or desktop support environment.
• 5 – 7 years’ experience and knowledge in Information Technology.

Key responsibilities of this role:

• Provide 1st level support, Including Systems and Applications for all BidvestIL End Users
• Adhere to Access Request Governance and SOPs
• Adhere to IT Procurement Management, and understand role and responsiblity
• Documentation: Create knowledge articles and other IT Support articles
• Administration: timeous and regular updating tickets, updating purchase order information
• Asset Management: Ensure that all assets are documented and updated on the asset management system
• Problem, and incident management
• Requesting and coordinating vendor support 
• Provide Prompt and accurate feedback to customers. Pro-active customer feedback is essential, therefore strong interpersonal and communication skills are required
• Achieve results as per agreed Balanced Score Card
• Extensive Travel Between sites to resolve hardware incidents, and as required due to operational needs
• Management and Daily Operations of the BidvestIL Service Desk where required
• Co-ordinate technical escalations for After Hours Standby.

Main activities of this role:

• Provide remote 1st level support for all BidvestIL End Users
• Documentation: Create knowledge articles and other IT Support articles
• Administration: timeous and regular updating tickets, updating purchase order information, and asset registers
• Understanding of LAN and WAN with basic troubleshooting
• Hardware troubleshooting and diagnostics when required
• System support of all BidvestIL end users
• Manage follow-up and set-up of processes and procedures
• Timeous escalation when unable to resolve problems/issues timeously
• Patching of network and phones if required due to operational needs
• Ensure all logs for equipment and users are maintained
• Requesting and coordinating vendor support
• Provide Prompt and accurate feedback to customers. Pro-active customer feedback is essential, therefore strong interpersonal and communication skills are required
• Achieve results as per agreed Balanced Score Card
• Proactive problem solving and prevention
• Support Handheld scanners and configuration when required
• Travel between sites to resolve hardware incidents when required due to operational needs
• After Hours Standby as per agreed schedule and any emergency call-outs in region.