IT Support Technician

2 weeks ago

Northern Suburbs, South Africa Pepkor Payments & Lending Full time

The purpose of this role is to provide second level technical support to all internal staff onsite.

**Key responsibilities**:
**1. Ticket Management**
- Acknowledge calls logged in Ticket Management System in adherence to internal SLA’s
- Monitor assigned tickets in queue and process based on priority
- Take ownership of user problems.
- Follow up on tickets on behalf of the user and communicate progress in a timely manner
- Report unresolved issues to the Service Desk Coordinator for escalation

**2. Incident Management**
- Adherence to response SLA’s
- Resolve incident at the first point of contact where possible
- Escalate to appropriate support staff and monitor progress
- Ensure proper categorisation of tickets
- Adherence to policies and operating procedures
- Adherence to Resolution SLAs

**3. Service Requests Management**
- Adherence to Response SLAs
- Resolve requests at the first point of contact where possible
- Escalate to appropriate support staff and monitor progress
- Ensure proper categorisation of tickets
- Installation and configuration of hardware and software
- Manage PC setup and deployment for new employees using standard hardware, images and Software
- Adherence to policies and operating procedures
- Adherence to Resolution SLAs

**4. Documentation**
- Assist with updating documentation and SOP’s

**5. Manage Client relationships**
- Working with Capfin employees in a professional manner
- To build service relationships with internal clients

**Qualifications**:

- Tertiary qualification, A+N+and /or studying towards a National Diploma in IT, ITIL Foundation V3

**Experience**:

- 3 years in an operational IT environment / IT Service Desk environment

**Behavioural Competencies**:

- Pro-Activity
- Teamwork
- Information gathering and Problem Analysis
- Quality and Detail Orientation
- Customer Focus

**Functional Competencies**:

- Have the ability to understand and successfully resolve incidents and problems using knowledge base tools and techniques
- Able to maintain a methodical and logical approach to problem solving even when under pressure
- Good knowledge and experience of supporting Microsoft Office Applications

**Closing Date: Friday, 01 November 2024**

**Pepkor Payments and Lending is committed to creating equal employment opportunities.

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