Service Desk Operator
Found in: beBee S ZA - 4 weeks ago
Job title : Service Desk Operator – Office of the Deputy Vice Chancellor: Research jobs in Northern Cape
Job Location : Northern Cape, Kimberley
Deadline : April 26, 2024
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Purpose
The main purpose of this position is to provide first-line (Tier 1) ICT Help Desk support services to the SPU community.Minimum Requirements
ICT certificate Driver’s license ICDL, Microsoft Office Specialist will be an added advantage. 2 to 3 years related experience.Recommendations
Knowledge of computer systems Willingness to work outside of normal working hoursDuties and responsibilities.
First line User support
Act as the primary interface for the user community and the support staff. Provide telephone support before escalating the problem to a qualified support technician. Schedule and prioritise support calls for attention of support technicians. Provide accurate and comprehensive solutions to customer problems by liaison with the relevant ICT team members. Research, resolve, and respond to complex support requests. Empower more customers to make more effective use of the IT services available to them. Participate in team projects that enhance the quality of efficiency of the ICT Help desk services. Contribute solutions to the resolution database. Acquire and maintain knowledge of relevant product offerings, current support policies, and support delivery methods to provide technically accurate solutions to customers.Licensing of software
Recommending the procurement and licensing of software. Assist with the identification of licensing risks. Provide input to the technical team around preferred software.Client/ user satisfaction
Measure and monitor user satisfaction indicators and highlight any issues of concern. Perform random customer satisfaction survey.Education and training
Teach or assist on training courses. Test training and competency testing material. Participate in evaluating new training and competency testing material. Develop coach colleagues. Lead and assist other ITC Helpdesk staff with support requests. Perform quality assessment on the Helpdesk calls.Monitor, Evaluate, and report.
Relevant operational reports as and when required. Research and implement best practices. Communicate and consult with relevant stakeholdersAd-Hoc Task.
Perform ad-hoc tasks as required in the ICT division.*ICT jobs in south africa
*Service Desk Operator – Office of the Deputy Vice Chancellor: Research in Kimberley
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