Minimum Requirements:

1. Matric


Brief Description of the Role:

Provide a single point of entry for all I.T.-related support queries by operating the I.T. Support Helpdesk. Provide I.T. support services via the phone, emails, over the network and in person in necessary. Assign calls that cannot be solved quickly on the phone to the field technicians fairly, and with good judgement, using the guidelines as provided. Help to close calls and update technical details in the Knowledge Base. Use good questioning and listening skills for effective on-the-spot trouble-shooting. Resolve calls and queries immediately where possible. Present a willing, supportive and friendly attitude to callers. Deal with angry callers and upset customers with tact and sympathy. Meet commitments to customers. Do follow-ups and provide feedback to customers and management as required.


Responsibilities/ Duties:

1. Good time-keeping is required to be on duty at the expected times.

2. Provide customer service to primarily “internal customers” such as staff, but also to suppliers, consultants and other technical resources.

3. Technical Support - providing correct information and assisting with queries.

4. Troubleshooting, diagnosing and resolving system errors and where necessary, quickly escalate issues and situations requiring immediate and urgent attention.

5. Identify SOP (standard operating procedure) enhancements. Redirect these enhancements to the relevant system owners and responsible parties.

6. Act as a point of control of all data and information of the relevant services.

7. Ensure that all activities in the area of responsibility are compliant with current legal and company-specific regulations.

8. Comply with and apply all corporate instructions, guidelines and standards.

9. Support of any and all IT-related work at the main Head-Office, as well as assist at the other Company branches and in-houses where necessary.

10. Be responsible and set a good example by adhering to the company “Computer Usage Policy“, and guide and encourage others to do the same. For those who won’t cooperate, report on-going breaches of company rules such as the downloading of videos and other non-business related Software to management.

11. Perform any and all various I.T.-related duties as delegated, and report back to management as instructed.


*Please note that only short-listed candidates will be contacted*