IT Helpdesk Technician
This role will provide support to staff on all company supported applications. Troubleshoot computer problems, advise on appropriate action and/or resolve/determine source. Log all issues, actions taken and escalations made onto company ticket system.

Duties will include but are not limited to:
- Respond to queries in person and/or 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 via 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 to ensure 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
- Other duties as assigned by the IT Manager
- Perform hardware and software installations
- Provide on-the-job training to new department staff members
- Provide computer orientation to new staff members
- Learn fundamental operations of commonly used software, hardware and other equipment

Skills and Minimum Requirements
- Matric
- A National diploma or degree in Information Systems, Business, Communications, or related field preferred
- Willing to work rotational shifts to accommodate branches operating in different time zones
- Experience in IT helpdesk operations and duties
- Ability to multi-task and prioritise
- Experience with hardware support to end users
- Hardware and software installation and troubleshooting
- Strong problem solving and analytical skills for troubleshooting
- Excellent written and verbal communication skills including English grammar.
- Must be able to listen and communicate well with technical and non-technical audiences