Job Description

Providing first and second-line support primarily within the desktop support environment, including Secondary entry-level Back Office support, while maintaining a high level of customer satisfaction that meets the Service Level Agreement targets.
GOVERNANCE
1. Adherence to customer policies, procedures, and processes
2. Adherence to company internal policies, processes, and procedures according to individual job descriptions
3. Participate in the desktop support processes' evaluation and reviews, communicate concerns, and recommend process improvements where appropriate to improve performance and productivity.
4. Assist with the regular audits for the upkeep of server room facility functions such as the fire extinguishing services, air conditioner, and generator maintenance necessary for server room environmental controls.
5. Assist with physical audits on hardware assets where required.
6. Document technical knowledge in the form of procedures.
7. Adherence to IT-aligned COBIT framework principles and best practices.
CALL MANAGEMENT
1. Effective call logging and management via the applicable call management tool(s) within the contractual service level agreements and considering call acceptance, repair times, resolve times, journal entries, on-hold and pending call statuses, call priorities, and call closures.
2. Following standard procedures for appropriately escalating unresolved issues to the appropriate internal teams and management.
3. Identifying problems and bringing them to the appropriate resolution team's attention within the communication standards, with sufficient lead time to avert crises.
4. Resolve and coordinate all client and user queries and complaints professionally.
5. Aim for 100% customer satisfaction and client focus by delivering services within service level agreements.
6. Knowledge, understanding, and adherence to vendor Service level agreements about support procedures.
PROJECT AND CHANGE MANAGEMENT
1. Participate in and support operational projects and refresh programs.
2. Perform IT Change management-related tasks and administration and attend meetings when required.
3. Support in testing and deployment of new hardware, solutions, applications, and systems
4. Improve operating efficiencies and enterprise financial health by acting cost efficiently considering time, material, practices, reworks on change and project timelines, and the associated deliverables specified within each job description or scope of work.
OPERATIONAL SUPPORT
1. Diagnose and offer users direct customer service and technical support through telephones, emails, remote desktop services, and in-person visits, ensuring excellent communication and customer service skills.
2. Groundwork, configuration, deployment, support, maintenance, knowledge sharing, and training on
a. Applications, software, and programs.
b. LAN (local area network) and WAN (Wide area network).
c. Workstation equipment and related peripherals, components, and consumables.
d. Printer environment, including consumables such as cartridges and components.
e. Time and attendance systems and related hardware.
f. Cellular, VoIP telephone, and PABX & PBX Systems.
g. Audio visual systems, teleconferencing systems, cameras, and other technical equipment.
h. Ad hoc IT-related devices and systems such as point of sale, mining, and medical equipment.
3. Secondary entry-level Back Office support-related calls where applicable.
4. Coordinate with vendors to resolve technical problems with equipment, applications, and software, ensuring excellent communication and relationship skills.
5. Performing administrative functions, including the administration of procedures and configuration documentation, diagrams, and reporting.
GROWTH AND DEVELOPMENT
1. Follow career and training plan and broaden technical, functional, and industry skill base.
2. Directs staff development, hiring new staff, Performance Reviews, and establishing Career and Training Development Plans to support enhanced individual performance and succession planning.
3. Engage in formal and informal knowledge transfer amongst the team and user base.
4. Ensure leave, overtime, standby, and claim submissions are done timeously.
HUMAN RESOURCES ADMINISTRATION
1. HR Administration concerning timesheets, leave, overtime, and expense claims, where applicable, are submitted and approved timeously.
2. Effective Timekeeping - measuring time and attendance and productivity.
3. Where required and instructed, be available for standby, overtime, shift, weekend, and public holiday support.
ENVIRONMENT AND SAFETY
1. Carry out practical and neat housekeeping and maintenance within the IT hardware stores, IT offices, server rooms, ready-to-deploy benches, network cabinets, containers, cupboards, desks, etc.
2. Carry out practical and neat housekeeping according to safety standards in the user and customer environment, for example, neatening of cables, labelling, positioning of the equipment, etc.).
3. Adherence to all customer safety standards and protocols, including wearing personal protective equipment where required.
4. Adhere to vehicle rules and regulations per governmental laws and customer environment standards, ensuring driver fitness, driver's license adherence, vehicle assessments, maintenance, safe driving techniques, etc.
5. Ensure ad-hoc Safety representative tasks are delivered, for example, maintaining safety files, administration, submission of documents, attending meetings, ensuring regular fire extinguishing checks, ensuring safety and medical equipment are in order, and attending drills and training sessions.
OTHER FEATURES OF THE JOB REQUIRED (e.g., location, traveling, shift hours, etc.)
1. Medical Examination - Certificate of fitness required.
2. Safety Surface and Induction training required.
3. Onsite support to be provided at company
4. After-hour and Standby availability required.
FORMAL MINIMUM QUALIFICATIONS REQUIRED
1. Matric
2. A+
3. N+
ADVANTAGEOUS
1. Microsoft Terminal Services
2. Microsoft VDI
3. Cisco switches
4. MCSE
JOB-RELATED SKILLS REQUIRED
1. Strong people skills.
2. Strong telephonic skills.
3. Methodical and strong administration skills.
4. Ability to deal with senior levels of client personnel.
5. Strong client service skills, including dealing with all levels of computer literacy.
6. Strong oral and written communication skills.
7. Good listening skills.
8. Good problem-solving skills.
ADDITIONAL REQUIREMENTS
1. Driver's License Code: B / EB
2. Own Transport

Skills Required