Overall Purpose of the Job:

• Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required.
• May manage the incident to completion.
• Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained.
• In a sales-oriented centre, maximises cross selling opportunities and ensures that targets are attained.
• In a Service Centre / Help Desk function provides first-line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses.
• This includes: basic training for the user, assisting the user to resume normal operation, channeling requests for help to appropriate functions; monitoring progress, and keeping users appraised. The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.

Education – Minimum:

• Microsoft Enterprise Administration
• IT Degree / Diploma
• IT Background with previous customer experience essential
• 1-year relevant experience

Education – Ideal:

• ICT Diploma
• ITIL Practitioner Certification