Main Purpose:
For providing first line application support and resolution, application monitoring, integration and advice to customers (internal and external) via the telephone/email/ticket logging system.
Duties and Responsibilities:
- IT Desktop and Application First-line Support
- Basic Networking first-line support
- Customer Service Management
- IT Request qualifying and logging (Problem Analysis and directing)
- IT quotes and ordering
- Staff Communication – Responsible for informing customers of possible system problems, upgrades, changes and providing feedback.
- Reassigning, tracking and managing of queries assigned to other IT technicians and or Third Party Vendors
- SLA and OLA management
- Monitoring of SLA escalations, breached and preventing breaching.
- Responsible for monitoring of sites and making sure that they are fully operational at all times.
- Monitoring of Servers.
Qualifications:
- Grade 12 / Standard 10 Certificate.
- Advanced IT Certification or
- IT Diploma.
Minimum Requirements:
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2-3 years’ experience in end user support
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Interpersonal, Problem solving, Analytical, Team work and Communication skills.
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The applicant must be client focused.
Gmail
Yahoomail