IT Support Analyst: Cape Town, Western Cape

7 months ago

Claremont, South Africa Rentokil Initial Full time

**Rentokil Initial**:
Rentokil Initial is a Global services company employing over 45,000 colleagues across 84 countries. The Company is at the cutting edge of technology and innovation as it strives to protect people and enhance lives, by controlling pests, improving hygiene and improving interior spaces with plants and scenting.
We are experts in the fields we operate in, investing in training, science, innovation and technology, and affording our employees Opportunities for Growth and Development
Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues.
We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

**Our family of businesses**:
Rentokil Pest Control is the world’s leading commercial pest control company who provide quality, diligent and friendly services to all our customers.
We operate in 92 of the top 100 cities
We are highly innovative and have leading technical and scientific expertise and our customers look to us for our knowledge and integrity.
Although we don’t provide the most luxurious of services, this is certainly essential for all of our customers, and to make sure service happens.
Initial Hygiene is the world’s leading hygiene services company who provide quality, diligent and friendly services to all our customers. We produce high quality, tailored hygiene product ranges for washrooms - across all sectors and industries where our customers look to us for our knowledge and integrity
Ambius is the world leader in providing interior landscaping services for a range of customers from boutique hotels, to shopping centres. We use planting, scenting, flowers, artwork and exterior landscaping maintenance to improve the environment for the benefit of the customer and their employees. Ambius is a global brand across North America, Europe, South Africa and Australia.
We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country.

**Requirements**:
Under general supervision, monitors, operates and maintains hardware, software and networks for a national computing platform. IT Infrastructure support including using remote management and other collaboration tools.
Configure and Deploy End User Devices (Smartphones, Chromebooks, Laptops, Desktops Computers and/or peripheral equipment). Provide technical support for all IT service interruptions including but not limited to printer issues, power outages, network wiring problems and malfunctioning hardware. Escalate complex problems to expedite resolution. Upgrades, modifies and replaces hardware, software and network components. Creating and maintaining user login accounts. Keep abreast of operational support technologies, industry trends, RI Group standards, and ensure these are adhered to.
- Supporting business users remotely using remote management and other collaboration tools.
- Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
- Taking ownership of user problems and being proactive when dealing with user and system issues.
- Troubleshoot technical problems, identify root causes, and implement effective solutions promptly
- Logging all incidents on the Service Desk platform (ServiceNow).
- Responding to incidents raised by end users and assisting with the resolution of any hardware or software related problems including but not limited to desktops, laptops, telephony, mobile devices and printers.
- Own and Maintain End User incidents and requests raised, including updates on the Service Desk platform
- End User Training on the use of RI standard hardware and software
- Escalating more complex incidents and request to the appropriate IT Team member (in-country or globally)
- Troubleshoot network connectivity for all business units
- Keep abreast of operational support technologies, industry trends, Group standards, and ensure these are adhered to.
- Assist with Network and Server Administration.
- Assist with maintaining and implementing backup and recovery systems
- Assist with management and maintenance of all server room hardware, including but not limited to cabling, servers, routers and switches
- Support and maintain computing and mobile device infrastructure
- Asset management of computing and mobile device infrastructure
- Perform routine system updates, patches, and upgrades to keep software and hardware current.
- Maintain accurate and up-to-date documentation of IT systems, procedures, and configurations.
- Create user guides and manuals to assist end-users in utilising technology effectively.

**Qualifications**:

- Minimum 3 years proven experience in similar role
- Relevant Microsoft Server and related technologies
- Server and end user support technologies, so

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