Core Description

To provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.

Key Deliverables / Primary Functions

• Respond to client queries in accordance with service level agreements and log queries onto the system. 
• Analyse and resolve technical queries, within the service level agreements 
• Follow up on resolutions of client queries as per service level agreements 
• Escalate queries for resolution to the Team Leader/Ops Manager and/or vendors, as and when required. 
• Liaise within the Division to ensure queries are resolved timeously. 
• Provide technical support in adherence to quality standards and customer service excellence. 

Functional Skills

• Information Technology Solutions
• Time & Priority Management
• Communication
• Troubleshooting Techniques.
• Customer Focus;
• Telephone Etiquette
• Remote Support

Behavioural Competencies

• Job Match Rating
•  Delivering Results
• Meeting customer expectations
• .Teamwork
•  Handling Pressure
•  Communication and Impact

Qualifications

• Relevant Diploma (NQF 6) in Information Technology in Computer Science
• Grade 12 (NQF 4) with relevant IT Certification

Experience

• 2 years’ IT relevant experience.Or
• Alternatively, 3+ years IT relevant experience.