Technician: IT (Desktop Support) - Centurion at Land Bank Careers

MAIN PURPOSE OF THE JOB

• Responsible for providing desktop support to all IT end-users. This 1st line support involves resolving or escalating to the correct personnel, all end-user IT problems related to desktop, telephony, network, printing, application support and communications equipment. The movement of any IT assets is to be documented appropriately

Identity & Access Management:

• Administer and maintain identity and access management across all applications. Provide Help Desk support to users.

First Line Support:

• Perform 1st line Help desk support for queries related to all applications, data, networks, security, infrastructure and telephony

Walk In Support:

• Perform 1st line walk in support for queries related to all applications, data, networks, security, infrastructure and telephony

Key Performance Areas    
Provide End User Support, Trouble Shooting and PC Maintenance

• Attend to end user calls for desktop PC, telephone, network, business applications and printer maintenance that have been logged via the service desk.
• Escalate problem tickets to the right person in case of complex problems.
• Setup, configure and install end user desktop equipment, cabling and business applications
• Manage customer expectations and build strong internal relationships with end users

Performance optimisation

• Assist Senior Service Desk Representatives with the identification and documentation of fixes to common and recurring problems
• Identify opportunities for improvements to processes and procedures in IT and make recommendations accordingly
• Respond to and log incoming calls on the HEAT Helpdesk System during peak periods

Document Management

• Obtain the relevant source documentation and process requests in accordance with approved procedures
• Electronically file all access request documentation and IT asset issue forms (X3 and associated forms)
• Record any movement of IT related assets and communicate to the Asset Controller (Finance) in a timely manner.

Preferred Minimum Education and Experience    

• Senior Certificate  
• Certificate in PC maintenance
• A+ and N+ Certificate
• 1-3 years experience in a formal IT environment 

Critical Competencies    

• Systems / Applications
• Microsoft Application Support 
• Desktop operating systems support
• PC/ Smart Device Hardware Support
• Additional Requirements    
• Extended hours as and when required.
• Travel as and when required.