Service Desk Operator

Found in: beBee jobs ZA - 1 week ago


Kimberley, Northern Cape, South Africa Sol Plaatje University Full time
Sol Plaatje University's job vacancy, Career and Recruitment

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 hours

Duties 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 stakeholders

Ad-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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