CLOSING DATE: 24 NOVEMBER 2023
Overall Purpose of the Job (Please provide a summary of why the job was created and what the main responsibilities are)
Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. May manage the incident to completion.
Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained. In a sales oriented center, maximizes cross selling opportunities and ensures that targets are attained. In a Service Centre / Help Desk function provides first-line support for user inquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses. This includes: basic training for the user, assisting the user to resume normal operation, channeling requests for help to appropriate functions; monitoring progress, and keeping users appraised. The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.
Service Desk & Call LoggingResolving the logged call if you have the ability to do so alternatively escalate to application support, infrastructure and level 2,3 Service Desk AdministratorsCall Logging
Log call on Services Desk within SLA , accurately populating all call details
Classify, prioritize & assign all logged calls
Log and administer incidents, problems, change requests & service requests
Escalate calls to higher support
Following up and updating calls on Service Desk
1st Line Support
Resolve as many logged calls as possible before escalation/within SLA
Awareness of all Incidents, problems & Changes on Service Desk and their priorities
Understanding & attending to Group IT customer needs
Support Group IT customers using customer support principles.
Communicating (proactively & reactively) with customers.
Applications & Systems Support
1st Line Support
Provide 1st level support on assigned applications within SLA
Monitor and administer Applications/Systems Problems
Applications Access Management
Administer the Access Control System(P7) i.e. grant access rights, channel access rights calls, update & terminate)
Education (Formal Qualification required)
Microsoft Enterprise Administration
IT Degree / Diploma
IT Background with previous customer experience essential
1 year relevant experience