Technician: IT

**Job Advert Summary**:
Responsible for providing desktop support to all IT end-users.

The movement of any IT assets is to be documented appropriately

**Minimum Requirements**:
Preferred Minimum Education and Experience

Senior Certificate

Certificate in PC maintenance

A+ and N+ Certificate

1-3 years experience in a formal IT environment

Critical Competencies

Systems / Applications

Microsoft Application Support

Desktop operating systems support

PC/ Smart Device Hardware Support

Additional Requirements

Extended hours as and when required.

Travel as and when required.

**Duties and Responsibilities**:
Identity & Access Management:
First Line Support:
Walk In Support:
Key Performance Areas

1. Provide End User Support, Trouble Shooting and PC Maintenance

Escalate problem tickets to the right person in case of complex problems.

Manage customer expectations and build strong internal relationships with end users

2. Performance optimisation

Assist Senior Service Desk Representatives with the identification and documentation of fixes to common and recurring problems

Identify opportunities for improvements to processes and procedures in IT and make recommendations accordingly

Respond to and log incoming calls on the HEAT Helpdesk System during peak periods

3. Document Management

Obtain the relevant source documentation and process requests in accordance with approved procedures

Electronically file all access request documentation and IT asset issue forms (X3 and associated forms)

Record any movement of IT related assets and communicate to the Asset Controller (Finance) in a timely manner.