Job Description

IT Support AdministratorFinbond Mutual Bank in Pretoria EastExpiry Date: 2025-02-17Purpose of the role:
Manage Engine Ticketing serviceo Prioritise incidents based on the severity of the incidents
o Each Sub-Category has an SLA timer by which time the incident must be resolved, should this not be possible due to outstanding feedback, change the status of the incident to reflect same and add notes
o Correct the Category and Sub-Category should the end user have selected the incorrect data
o Incidents to be acknowledged timeously, and feedback provided to the end user from the incident on Manage Engine
o Perform remote troubleshooting through diagnostic techniques and pertinent questions
o Assist with adding new users, modifications, and terminations as per incidents received
o Escalate Incidents to vendors as required and follow up on open incidents until resolved
o Add notes on the incident should telephonic assistance be provided
o Ensure systems down time is kept to a minimum
o Laptop installation of new users should an IT Technician not be available
o Delfin Rollout as requiredPurchase Ordero Obtain 3 quotations from 3 vendors and provide the Head of Department of the end user the quotations to review and choose a quotation
o Create a new purchase order on Manage Engine
o Ensure all fields are correctly completed
o Request approval from the Head of Department of the end user that requested the purchase
o Send purchase order to the vendor to order the equipment
o Follow up on the delivery and inform the Asset Administrator of the new assets
o Obtain invoice and ensure payment is made by FinanceAssetso Ensuring all movements from the storeroom are recorded and approved as per the Asset Flow
o Ensure all new assets purchased on Manage Engine is communication to the Asset Administrator
o Report any unauthorized and misuse of company assetsGeneralo Follow all company's filed procedures and protocols
o Cooperate with technical team and share information across the organisation
o Comprehend end user requirements and make appropriate recommendations
o Build positive relationships with end users and Vendors
o Support the IT Technicians in ensuring a professional, proactive IT and telecommunications service that achieves business objectives in an effective way
o Manage time effectively
o Saturday and public holiday overtime are required on a rotational basis
o Additional duties as requiredQualifications:

• A +
• N +

• 2 - 3 Years' experience in desktop and laptop hardware troubleshooting
• 2 - 3 years' experience in end user support within a domain environment.
• Extensive Knowledge on all Microsoft office versions and the support there off
• 2 - 3 Years' experience with remote support tools such as TeamViewer, VNC, Splashtop and Miradore

• Client Service driven individual
• Able to work in a team
• Able to work unsupervised
• Work with attention to detail and according to company policy
• Deadline driven
• Well-spoken and able to communicate effectively
• Must be able to prioritise incidents based on the severity of the incidents
• Effective time management and planning
• Able to handle stress well

• Must be prepared to work outside normal working hours and travel occasionally

Finbond Mutual Bank