PURPOSE:

What is the purpose of this job?

To effectively respond to, process and resolve customer calls and incidents logged with the service desk, through operational excellence.

Responsibilities:

• Adhere to all internal processes and policies in order to minimise potential disruption to business activities

• Provide first line technical support to resolve service desk incidents and re-route the query or escalate as and when required

• Process all requests accurately and with maximum efficiency

• Ensure that all tickets are addressed in line with Service level agreements/business expectations

• Ensure that all incidents logged with the service desk are captured on the system according to established standards

• Ensure accurate and timeous resolution of all calls

• Share learnings from incidents logged with the service desk team and line manager
• Escalate all incidents, service requests or issues in line with levels of authority and provide feedback to customers

•Provide relevant feedback on all unresolved incidents

• Assist with the setting up of workstations with computers and required devices such as routers and printers, and configure appropriate software and functions according to requirements

• Assist with providing administrative support services for servers, desktop and laptop computers, printers, routers, switches, firewalls, telephones, smartphones, application deployments, resetting of passwords and security updates
• Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks

• Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested

• Address any gaps in knowledge or information of major incidents and raise any queries regarding instructions and guidelines to address queries, communicate status and the impact on clients

• Share knowledge of previous incidents, solutions, and technical skills with team members

• Maintain relationships with all customers and stakeholders in line with SLA’s to achieve operational excellence

• Effectively address client frustration and required service level delivery

• Maintain methods of communication to keep stakeholders informed and build effective relationships

• Provide administrative and technical support to the IT department and line manager

• Ensure a clean and safe environment by applying housekeeping principles

JOB REQUIREMENTS:

• Grade 12 or equivalent qualification required
• IT certificates an advantage
• Relevant IT Degree (BCom, BSc) or related qualification an advantage
• Minimum 2 years’ experience as a Service Desk, Help Desk Administrator required
• Demonstrated experience in supporting technical desktop, laptop, and Point of Sale issues
• Experience in a retail environment an advantage