JOB PURPOSE:

Provide support to staff on all company supported applications. Troubleshoot computer problems and determine source, and advise on appropriate action. Log all issues and actions taken on company help desk ticket system.

MAIN DUTIES:

• Respond to queries in person and via telephone, email or Skype.

• Log queries on company help desk ticket system.

• Determine source of problem.

• Resolve problem in person, via remote methods or by advising staff on appropriate actions in a timely manner.

• Escalation of issues to the appropriate channel.

• Document resolutions for future reference.

• Seek appropriate approval for creation of user, email and intranet accounts.

• Implement company computer policy to ensure data security.

• Ensure timely notification of branch unavailability to user base.

• Daily checks that server backups have been completed.

• Updating of computer inventory and user database.

• Maintain confidentiality with regard to the information being processed, stored or accessed by users whilst supporting them.

• Be available, on a rota basis, to provide assistance out of hours to branches operating on different time zones.

• Other duties as assigned by the IT Manager.

OTHER DUTIES:

• Perform hardware and software installations.

• Provide on-the-job training to new department staff members.

• Provide computer orientation to new company staff

• Learn fundamental operations of commonly used software, hardware, and other equipment.

RESPONSIBILITIES:

• Take ownership of assigned problems and resolve or escalate appropriately, in a timely manner. Ownership is from allocation to closure.

• Manage allocated tickets to ensure regular updates are gathered, logged and the user involved informed.
It is unlawful to employ a person who does not have permission to live and work in South Africa. Unless the advert states otherwise, please ensure you have this permission before applying.

Language: Must be able to speak French and English