Job Description
- To provide 2nd line support to the business as per Service Level Agreement (SLA). To take calls, logging and update customer queries using the provided call management system as per operating procedures. Assist users with resolving system problems while managing expectations. The case resolutions will range from basic technical repairs and knowledge base to in-depth technical solutions..
Availability
01 April 2016
Salary
Neg
Required Qualifications
Qualification:
- Matric Qualification
- A+ N+ Qualification
- MCP Certificate
- 5-7 years’ experience in a similar role
- Knowledge of IT best practice & procedures
- Sound understanding of desktop, laptops, printers, servers & networks
- Basic knowledge of PC Hardware configuration
Location
Gauteng
Rivonia
General Details
- Provide with desktop support
- Responsible for logging and managing calls
- Experience with PBX and telephonic equipment
- Assist with mobile device setup and configuration
- Setting up of hardware
- Support wired and wireless network
- Setting up and maintaining of desktop computers.
- Support and maintain Windows Workstation OS’s
- Ability to operate Company Desktop Software
- Knowledge and experience to operate and install Microsoft productivity suites. (Office, Visio etc.)
- Install, test and document new software and solutions
- Ensure that anti-virus software is installed, configured, and regularly updated
- Ensure that IT policies and procedures are complied with.
- Ensure the safe use of IT equipment and systems
- Respond to queries as per calls logged
- Record and respond to queries through the call management system within SLA
- Man Call Centre and answer calls within accepted SLA
- Identify and analyze all software, hardware other and peripherals manual instructions
- Preparing and configuring workstations as requested
- Log solutions discovered from everyday IT problems on knowledge base
- Able to access the application when required
- Assist and support with IT projects when required
- Assist with maintenance of knowledge base
- Up skill users in the business on common problems to improve efficiency and productivity
- Ensure customer satisfaction by providing continues feedback and communication to the users
- Ability to identify, evaluate and solve technical problems
- Escalate uncertain problems to 3rd line and maintain accountability
- Team Education: share ideas & knowledge
- Ensure departmental interaction at all times
- Attendance to company functions & events
- Build and Maintain multi-level relationships within TTS
- Managing Diversity Keep abreast with Technological Changes and the Industry at large Maintaining a professional and polite manner Cope in a high-speed Environment and Industry
Application details
Yolande Malebo
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