IT Helpdesk Support and Infrastructure - Cape Town City Centre
IT & Infrastructure The IT Support Technician Reports to the IT & Infrastructure Manager. The IT Support Technician fulfils a key role in the team, providing call/incident management, IT support, control, and tracking of information technology (IT) assets, and other administrative and support functions. Semi-Skilled in technical support Responsibilities include the following: • • Incident Management functions and processes • • Maintenance of Tickets • • Incident Triage, making sure incidents are prioritized and managed correctly. • • Resolving IT and Facilities related requests or incidents. • • Ensuring that a high level of customer service and support is provided to all internal and external customers • • Follow through with P1/P2 escalations • • Ensure all calls logged via IT Request and Incident Forms, prioritized, and resolved within internal SLA • • Provide On-Site as well as remote assistance over the phone, through instant messenger and using remote support tools. • • Password Management – Reset and unlock of user accounts • • AD Administration, creating, updating and removal of user accounts • • JML (Creating of new accounts, movement between campaigns, Terminations) • • Asset management • • Preparing and re-arranging desks, including moving / setup of computers as required by campaigns • • Effective communication to team leaders and end users. • • Resolve all IT requests promptly • • Log every request and drive adoption by Team leaders and agents to complete the incident and request forms themselves. (Keep track of time taken to perform each request/task/incident) • • Escalate unresolved incidents. • • Maintain an accurate ASSET list. • • Schedule adherence • • Customer Satisfaction Good Knowledge of Active Directory, IP Networking, Anti Virus and general technical support knowledge.
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