Job Description

Purpose

The main purpose of this position is to provide first-line (Tier 1) ICT help desk support services to the SPU community.

Minimum requirements

Diploma (Computer Science, Information Technology) Certifications such as ITIL, CompTIA A+, or relevant technical certifications are a plus. Driver's license. ICDL, Microsoft Office Specialist will be an added advantage. 2 to 3 years of related experience. The ability to explain technical concepts to non-technical users effectively. Solid understanding of computer systems, networks, hardware, and software applications.

Duties and responsibilities

Act as the primary interface between the user community and support staff. Provide telephone support as far as possible before escalating the problem to a qualified support technician. Schedule and prioritise support calls for attention by the most appropriate support technician. Escalate problem situations as appropriate. Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members. Research, resolve, and respond to complex support requests. Empower customers so that they can make more effective use of the ICT services available to them. Participate in team projects that enhance the quality or efficiency of the ICT ServiceDesk. Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technical solutions to customers. Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, network connectivity problems, and application errors. Diagnose and resolve technical problems in a timeous manner, escalating more complex issues to the

appropriate support teams, if necessary.
Install, configure, and maintain computer hardware, software, and peripheral devices, ensuring compatibility and adherence to organisational policies and procedures. Recommending the procurement and licensing of software. Assist with the identification of licensing risks. Provide input to the technical team around preferred software. Contribute to the development and implementation of IT policies, procedures, and standards to ensure consistent and efficient service delivery. Stay up-to-date with emerging technologies, industry trends, and best practices in ICT support to continuously enhance technical skills and knowledge. Measure and monitor user satisfaction indicators and highlight any issues of concern. Perform random customer satisfaction surveys. Teach or assist with training courses. Test training and competency testing material. Participate in evaluating new training and competency testing materials. Develop and coach colleagues. Lead and assist other ICT ServiceDesk staff with support requests. Perform a quality assessment on ServiceDesk calls. Relevant operational reports as and when required. Research and implement best practices. Communicate and consult with relevant stakeholders. * Perform ad-hoc tasks as required in the ICT division.