IT Helpdesk Support and Infrastructure

2 weeks ago


Cape Town, Western Cape, South Africa CallForce Full time

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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