Role:
Responsible for providing first level IT support including desktop, telephony, printer, hardware and general software support thus contributing to our clients staff productivity
Key Performance Areas:
- Providing Desktop hardware and software support 30%
- Commissioning new desktops and phone extensions 20%
- Providing support with the company VoIP system 10%
- Providing level 1 administration support on the company Office 365 tenant 15%
- Complete daily IT checks and provider reports 15%
Competency Requirements for Position
Knowledge:
- Knowledge of desktops and server hardware and operating systems
- Knowledge of Customer Service principles
Skills:
- Skilled in installing and troubleshooting desktops and server hardware and operating systems
- Written and verbal communication skills
Behavioral:
- Customer Responsiveness
- Problem solving
- Accurate
- Attention to detail
- Ability to operate independently
Minimum Qualification:
- Matric Qualification
- COMPTIA A+, Network +, MCITP
Minimum Experience:
- 2 years’ experience in an ICT environment repairing desktops and preferably also repairing servers
Other Requirements:
- Must be willing to work overtime, if required
Job Grade:
- C1
Key Stakeholder Relationships
Internal
- All Departments
External
- Suppliers
Key Performance Areas & Indicators
Provide Desktop hardware and software support
- Respond to ticket logged by internal department – Respond within 1 hour to ticket
- Diagnose possible hardware faults and take appropriate corrective action to resolve problem – Accurate diagnosis of root causes – Efficient resolution
- Diagnose possible software faults and take appropriate corrective action to resolve problem – Update Remedy on a daily basis
- Provide the company staff/management with regular progress reports – Positive Customer feedback
Commission new desktops and phone extensions
- Prepare operating system and load applicable software – Install within 2 hours
- Install desktop hardware and applicable telephone – Complete within 30 minutes
- Provision VoIP extensions – Complete within maximum of 4 hours
Providing support with the company’ VoIP system
- Diagnose possible hardware faults and take appropriate corrective action to resolve problem – Accurate diagnosis of root causes – Efficient resolution
- Diagnose possible software faults and take appropriate corrective action to resolve problem – All licenses are allocated correctly
- Manage available Mitel extension licenses and extension allocation information – Extension information is up to date
Providing level 1 administration support on the company Office 365 tenant
- Provide support to reset the company staff user accounts and passwords – Respond within 15mins of request
- Provide support to unlock the company staff user accounts – Efficient resolution
Complete daily IT checks and provide reports
- Complete daily HSBC DR and boardroom checks. Provide status reports – Accurate and timeous reports to System Administrator
- Provide IT asset reports – desktop and software license reports –
- Complete daily physical inspection of the company IT equipment racks. Provide status report
Role:
Responsible for providing first level IT support including desktop, telephony, printer, hardware and general software support thus contributing to our clients staff productivity
Key Performance Areas:
- Providing Desktop hardware and software support 30%
- Commissioning new desktops and phone extensions 20%
- Providing support with the company VoIP system 10%
- Providing level 1 administration support on the company Office 365 tenant 15%
- Complete daily IT checks and provider reports 15%
Competency Requirements for Position
Knowledge:
- Knowledge of desktops and server hardware and operating systems
- Knowledge of Customer Service principles
Skills:
- Skilled in installing and troubleshooting desktops and server hardware and operating systems
- Written and verbal communication skills
Behavioral:
- Customer Responsiveness
- Problem solving
- Accurate
- Attention to detail
- Ability to operate independently
Minimum Qualification:
- Matric Qualification
- COMPTIA A+, Network +, MCITP
Minimum Experience:
- 2 years’ experience in an ICT environment repairing desktops and preferably also repairing servers
Other Requirements:
- Must be willing to work overtime, if required
Job Grade:
- C1
Key Stakeholder Relationships
Internal
- All Departments
External
- Suppliers
Key Performance Areas & Indicators
Provide Desktop hardware and software support
- Respond to ticket logged by internal department – Respond within 1 hour to ticket
- Diagnose possible hardware faults and take appropriate corrective action to resolve problem – Accurate diagnosis of root causes – Efficient resolution
- Diagnose possible software faults and take appropriate corrective action to resolve problem – Update Remedy on a daily basis
- Provide the company staff/management with regular progress reports – Positive Customer feedback
Commission new desktops and phone extensions
- Prepare operating system and load applicable software – Install within 2 hours
- Install desktop hardware and applicable telephone – Complete within 30 minutes
- Provision VoIP extensions – Complete within maximum of 4 hours
Providing support with the company’ VoIP system
- Diagnose possible hardware faults and take appropriate corrective action to resolve problem – Accurate diagnosis of root causes – Efficient resolution
- Diagnose possible software faults and take appropriate corrective action to resolve problem – All licenses are allocated correctly
- Manage available Mitel extension licenses and extension allocation information – Extension information is up to date
Providing level 1 administration support on the company Office 365 tenant
- Provide support to reset the company staff user accounts and passwords – Respond within 15mins of request
- Provide support to unlock the company staff user accounts – Efficient resolution
Complete daily IT checks and provide reports
- Complete daily HSBC DR and boardroom checks. Provide status reports – Accurate and timeous reports to System Administrator
- Provide IT asset reports – desktop and software license reports –
- Complete daily physical inspection of the company IT equipment racks. Provide status report
Desired Skills:
- ICT environment
- repairing desktops
- COMPTIA A+
- Network +
- MCITP