Responsible for providing first level IT support including desktop, telephony, printer, hardware and general software support thus contributing to our clients staff productivity.
Minimim qualification for the role is matric, A +, N + and MCITP
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:
- Desktop and server repairs
- ICT environment
- VoIP system
- 365