Job Description

Responsibilities:

Adhere to all internal processes and policies in order to minimise potential disruption to business activities Provide first line technical support to resolve service desk incidents and re-route the query or escalate as and when required Process all requests accurately and with maximum efficiency Ensure that all tickets are addressed in line with Service level agreements/business expectations Ensure that all incidents logged with the service desk are captured on the system according to established standards Ensure accurate and timeous resolution of all calls Share learnings from incidents logged with the service desk team and line manager Escalate all incidents, service requests or issues in line with levels of authority and provide feedback to customers Provide relevant feedback on all unresolved incidents Assist with the setting up of workstations with computers and required devices such as routers and printers, and configure appropriate software and functions according to requirements Assist with providing administrative support services for servers, desktop and laptop computers, printers, routers, switches, firewalls, telephones, smartphones, application deployments, resetting of passwords and security updates Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested Address any gaps in knowledge or information of major incidents and raise any queries regarding instructions and guidelines to address queries, communicate status and the impact on clients Share knowledge of previous incidents, solutions, and technical skills with team members Maintain relationships with all customers and stakeholders in line with SLA's to achieve operational excellence Effectively address client frustration and required service level delivery Maintain methods of communication to keep stakeholders informed and build effective relationships Provide administrative and technical support to the IT department and line manager Ensure a clean and safe environment by applying housekeeping principles

Requirements:

Grade 12 or equivalent qualification required IT certificates an advantage Relevant IT Degree (BCom, BSc) or related qualification an advantage

Experience

Minimum 2 years' experience as a Service Desk, Help Desk Administrator required Demonstrated experience in supporting technical desktop, laptop, and Point of Sale issues * Experience in a retail environment an advantage