The Information Technology Support will be based in Johannesburg, South Africa and reporting to the Information Technology Manager SSA.
04th December, 2024
Main Purpose of the Job
The Information Technology Support will be based in Johannesburg, South Africa and reporting to the Information Technology Manager SSA. The IT Support role will respond to all countries technical queries. Technical queries consist of helpdesk functions, troubleshooting, support IT projects as required.
Position in the Organisation
The primary objective of the Information Technology Support is to respond to all countries technical queries within the Sub Sahara region.
Scope of the Job
The IT Support will be responsible for, but not limited to the following:
- Compliance
- Practice the ALS Health and Safety Foundation Standards.
- Practice the ALS company core values.
- Abide by the ALS company policies and procedures.
- Abide by local legislative requirements at all times.
- IT Responsibilities
- Respond to requests for technical assistance in person, via phone, and electronically.
- Perform Helpdesk functions.
- Troubleshoot computer hardware, software or network
- Install new software on user’s computers
- Clean, modify and repair computer hardware including monitors, keyboard and printers
- Support IT projects as required
- Provide instructions and continuous training to end users
- Develop procedures and supporting documentation as required
- Help Desk
- Provide direct end-user support to personnel in ALS Laboratories – measured through the job closure rate in the Helpdesk application
- Ensure IT services are operating effectively for the locations identified – measured through incident rates, support calls and system availability
- Provide responsive frontline support via telephone, helpdesk and remote support systems – measured through customer feedback
- Identification and collation of IT asset information – measured through accuracy of helpdesk and equipment register records
- Proactively monitor a number of IT Systems to maintain Operational integrity.
- Solve a high percentage of requests at time of initial contact
- Keep personnel informed of the status of helpdesk jobs via follow-up calls during and after resolution
- Ensure helpdesk jobs are closed only after confirmation of resolution by the requesting party
- Encourage personnel to use helpdesk as first point of call for fault resolution
- New incoming tickets logged must be attended within three hours
- Create and maintain user accounts as authorised
- Build and install hardware and software per the Group’s Standard Operating Environment
- Install and maintain printers, laptops and PCs
- Provide end user training and documentation (where required)
04th December, 2024
Main Purpose of the Job
The Information Technology Support will be based in Johannesburg, South Africa and reporting to the Information Technology Manager SSA. The IT Support role will respond to all countries technical queries. Technical queries consist of helpdesk functions, troubleshooting, support IT projects as required.
Position in the Organisation
The primary objective of the Information Technology Support is to respond to all countries technical queries within the Sub Sahara region.
Scope of the Job
The IT Support will be responsible for, but not limited to the following:
Compliance - Practice the ALS Health and Safety Foundation Standards.
- Practice the ALS company core values.
- Abide by the ALS company policies and procedures.
- Abide by local legislative requirements at all times.
IT Responsibilities - Respond to requests for technical assistance in person, via phone, and electronically.
- Perform Helpdesk functions.
- Troubleshoot computer hardware, software or network
- Install new software on user’s computers
- Clean, modify and repair computer hardware including monitors, keyboard and printers
- Support IT projects as required
- Provide instructions and continuous training to end users
- Develop procedures and supporting documentation as required
Help Desk - Provide direct end-user support to personnel in ALS Laboratories – measured through the job closure rate in the Helpdesk application
- Ensure IT services are operating effectively for the locations identified – measured through incident rates, support calls and system availability
- Provide responsive frontline support via telephone, helpdesk and remote support systems – measured through customer feedback
- Identification and collation of IT asset information – measured through accuracy of helpdesk and equipment register records
- Proactively monitor a number of IT Systems to maintain Operational integrity.
- Solve a high percentage of requests at time of initial contact
- Keep personnel informed of the status of helpdesk jobs via follow-up calls during and after resolution
- Ensure helpdesk jobs are closed only after confirmation of resolution by the requesting party
- Encourage personnel to use helpdesk as first point of call for fault resolution
- New incoming tickets logged must be attended within three hours
Create and maintain user accounts as authorised - Build and install hardware and software per the Group’s Standard Operating Environment
- Install and maintain printers, laptops and PCs
- Provide end user training and documentation (where required)
Competencies required for the role are as follows: Behavioral Competencies . Excellent interpersonal, planning and communication skills
· Maintain confidentiality and integrity
· Highly organised and flexible
· Sound decision making, problem solving and preventive measures skills
· Demonstrates accountability and a team player
· Ability to investigate, resolve and respond to queries
· Inspires and drives excellence in all aspects of work
· Interact and communicate in a respectful manner taking into consideration the diverse cultures
Technical Competencies · Excellent numerical and analytical skills
· Strategic planning/thinking and implementation abilities
· Ability to multi task and meet challenging deadlines
· Effective communication skills both verbally and written within all levels of ALS and with the clients
Qualifications and experience · Grade 12 required
· MCSE, A+, N+ or similar
· At least 2 years’ computers and networks experience within multinational companies
· Experience in both Domain and Workgroup environments,
· Networking (LAN, Wi-Fi)
· Router, Switch and network device configuration.
· Skills in French and English is advantageous
· Ability to travel
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