Business unit, Department, Reporting
Business Unit
Operate
Department
Digital Workplace Management (DWM)
Job grade
OP2
Core Description
To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.
Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.
Key Deliverables / Primary Functions
- Implement preventative and proactive maintenance, including implementing, deploying, and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
- Facilitate the resolution of 3rd party Incidents by liaising with external resources (3rd Party Management).
- Perform root cause analysis and troubleshooting across systems to resolve incidents.
- Engage and liaise with all personnel, including VIP personnel.
- Follow the escalation matrix and keep the customer informed.
- Take ownership of Incidents and Service Requests, providing continuous feedback until resolution.
- Assist with 1st and 2nd level EUM support by troubleshooting and supporting applications and devices.
Core Functional Skills & Capabilities
Hardware/Software Installation and managementCustomer ServiceHardware TroubleshootingProblem solving
Core Behavioural Competencies
Job MatchCoping with pressures & setbacksDelivering Results & Meeting customer expectationsWorking with peoplePresenting and Communicating information
Minimum Qualifications
NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
NQF 4: Grade 12 National Diploma in Information Technology
Experience
1 years’ experience in IT end user support with an understanding of SLA call management on different service desks.
Certifications
A+N+Certification in ITIL Service Management and Service Delivery modulesICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)HP, Dell, Lenovo, Mustek products will be advantageous
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Engagement will all levels within the organisation, internal and external to the business
Special Requirements / Employment Condition
Drivers Licence and Reliable Vehicle - both requiredWilling to travelWorking ShiftsWillingness to be on standby
Workplace / Physical Requirements
Hybrid Remote WorkerBillable
