Help Desk Manager

5 days ago


Durban, South Africa Ditshaba Full time

**ROLE OVERVIEW**

This service area provides a single point of contact for users to access centralised information and support services, in order to handle troubleshooting issues, solve technical problems and address external queries.

**DUTIES**:
**Hardware Support**
- Maintain and update the IT asset register

**IT Training**
- Perform basic operating system training
- Perform other specialised system training including ERP (Oracle JD EdwarContent Management, Business Intelligence and Payroll

**Technical support**
- Respond to calls, allocate to appropriate person and manage work logs
- Diagnose, troubleshoot and resolve first and second level support for hardware, software and communication issues (remotely or in-person)
- Analyse, assign and escalate technical issues to third level support or service providers, ensuring resolution while providing progress updates until incidents/service
- Develop, maintain and/or update technical support processes and procedures
- Analyse records and logs to spot underlying trends and potential issues

**ROLES REQUIREMENTS**:

- Relevant B-Degree or any related qualifications
- Help Desk Technicians ( >3 years’ experience)
- Help Desk Agent ( >2 years’ experience)
- Microsoft Certified Trainer ( >3 years’ experience
- Application Certified Trainer ( >3 years’ experience)

**Salary**: Up to R1,200,000.00 per year

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)



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