Job Description

• Provide telephone support as far as possible before escalating the problem to a qualified support technician.
• Schedule and prioritize support call for attention by the most appropriate support technician.
• Escalate problem situations as appropriate.
• Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members.
• Research, resolve, and respond to complex support requests.
• Empower customers so that they can make more effective use of the ICT services available to them.
• Participate in team projects that enhance the quality or efficiency of the ICT ServiceDesk.
• Contribute solutions to the resolution database.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.
• Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, network connectivity problems, and application errors.
• Diagnose and resolve technical problems in a timely manner, escalating more complex issues to the appropriate support teams, if necessary.
• Install, configure, and maintain computer hardware, software, and peripheral devices, ensuring compatibility and adherence to organizational policies and procedures.
• Recommending the procurement and licensing of software
• Assist with the identification of licensing risks.
• Provide input to the technical team around preferred software.
• Contribute to the development and implementation of ICT policies, procedures, and standards to ensure consistent and efficient service delivery.
• Stay up to date with emerging technologies, industry trends, and best practices in ICT support to continuously enhance technical skills and knowledge.
• Measure and monitor user satisfaction indicators and highlight any issues of concern.
• Perform random customer satisfaction surveys.
• Teach or assist with training courses.
• Test training and competency testing material.
• Participate in evaluating new training and competency testing material.
• Develop and coach colleagues.
• Lead and assist other ICT ServiceDesk staff with support requests.
• Perform a quality assessment on ServiceDesk calls.
• Relevant operational reports as and when required.
• Research and implement best practices.
• Communicate and consult with relevant stakeholders.
• Perform ad-hoc tasks as required in the ICT division.

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