Travelinfo

Job Description

To provide 1st line support to the business as per Service Level Agreement (SLA). To take calls, logging and update customer queries, technical diagnostics/troubleshooting and managing customer expectations. The case resolutions will range from basic technical repairs and knowledge base to in-depth technical solutions.

Hardware  Provide with desktop support
 Responsible for logging hardware calls
 Experience with PABX and telephonic equipment
 Ensure the execution of cell phone and PDA support
 Setting up of hardware
 Maintain wired and wireless network
 Setting up and maintaining desktop computers
Software
 Support and maintain Windows Workstation OS’s
 Ability to operate Company Desktop Software
 Knowledge and experience to operate and install MS Office
 Installing and testing new software
 Ensure that anti-virus software is installed, configured, and regularly updated
IT Policies and Procedure  Ensure that IT policies and procedures are complied with.
 Ensure the safe use of IT equipment and systems
Queries Management  Respond to queries as per calls logged
 Record and respond to technical queries through the IT helpdesk system
Analysis  Identify and analyze all software, hardware other and peripherals manual instructions
Workstations  Preparing and configuring workstations as requested
 Provide Windows Exchange Email Server and Active -Directory Support
Knowledge Base  Log solutions discovered from everyday IT problems on knowledge base
 Able to access the application when required
Ad-Hoc
 Assist and support with IT projects when required
 Assist with maintenance of knowledge base
Customer Service  Up skill users in the business on occurring IT problems
 Constantly do follow-ups to assess customer satisfaction level
Problem Solving  Ability to evaluate technical problems
 Escalate uncertain problems to 2nd line
Inter-Relationship  Team Educational:-share ideas & knowledge
 Ensure departmental interaction at all times
 Attendance to company functions & events

JOB CHALLENGES
 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

Availability

ASAP

Salary

Neg

Required Qualifications

Qualification:
MINIMUM QUALIFICATION AND EXPERIENCE REQUIRED FOR THE JOB
EDUCATIONAL REQUIREMENTS  Matric Qualification
 A+ N+ Qualification
 MCP Certificate
EXPERIENCE IN YEARS  3 years experience in a similar role
KNOWLEDGE  Knowledge of IT best practice & procedure
 Sound understanding of desktop, laptops, printers, servers & network support
 Basic knowledge of PC Hardware configuration

IN THE ABSENCE OF MINIMUM QUALIFICATIONS  5 Years working experience in a travel industry and Help Desk environment
 Studying towards a qualification in computer engineering

Location

Western Cape

Spearhead

Application details

Nicole Gasser

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