Help Desk Support Technician
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Recognized degree or national diploma in Computer Science/Information Technology or equivalent qualification.
(A+, N+) and 1-2 years' experience in ICT helpdesk and ITIL certification.
Valid driver's licence.
Competencies And Attributes: Knowledge of multiple technical disciples (workstation connectivity,
applicable software, and troubleshooting techniques).
Good customer relations.
Desktop hardware and software knowledge.
Knowledge of desktop fault diagnosis and rectification.
Telephone etiquette.
Ability to work in a team.
Typing, analytical, problem solving and good communication skills.
Duties
Provide first line support.
Provide first level telephone support to the end-user community on hardware, software and network-related problems.
Liaise with clients and external vendors on logged calls.
Log calls with external vendors as per service level agreement and track the resolution of the incident.
Classify level, priority and nature of incident/problem.
Escalate incidents and problems in the help desk system to other support areas.
Track activities related to the resolution of the incident/problem.
Administration of logged calls.
Enhance technical analysis in terms of software/hardware trouble-shooting and problemsolving.
Provide advice regarding the set-up, configuration and usage of computers.
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