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Provide and maintain end user desktop & peripheral support to our various clients including merchant support, installations and maintenance
Duties & Responsibilities
- End user support - Resolve logged incidents as per client contract
- Deliver customer service - Communicate, dress and display positive attitude
- Quality incident resolution - Ensure incident is resolved on first contact
- Compliance to pending rules - Ensure compliance to pending rules is followed
- Quality data input - Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards
- Preventative maintenance - Identifies possible risks and reports to Team Lead
- Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hardware, Manage Windows Operating Systems, Office Automation Software, Printers, Scanners, Faxes
- Setup desktop computers and peripherals and test network connections, install software for various applications and programs
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet Gijima standards
- Test computers to ensure proper functioning of computer systems.
- Adhere to policies as per corporate manuals and directives.
- Pre-installation audits - Ensure pre-installation audits conducted and maximum optimization of printers achieved Compliance - Ensure compliance to relevant client checklist/SOP
- Utilization of Resolve IT - Ensure closure of tasks/incidents on Resolve IT
- Comply to Company processes/policies
- Manage operational expenses and accurate recording of related items (travel, cellphone, overtime, standby, leave, logbooks, IPad,
- Manage tools of trade (Gijima assets) e.g. Cellphone, IPAD, vehicle, stock
- Required to do Standby on a regular basis
Desired Experience & Qualification
FORMAL EDUCATION:
- Grade 12
- IT Certification/Diploma/Degree
EXPERIENCE:
- 4-7 years’ experience in IT software and hardware support.
- End User support with a troubleshooting skills and networks exposure.
- Understanding of Service Level Agreements
TECHNICAL / LEGAL CERTIFICATION:
- IT Diploma/certificate
- CompTIA A+
- CompTIA N+
- ITIL v3/4 Foundation Certification (advantageous)
- MCSE (advantageous)
OTHER REQUIREMENTS :
- Valid Drivers License.
- Clear Criminal Recors
- Ability to work productively with minimal supervision
- Good communication and customer service skills
- Exceptional Troubleshooting skills
- Understanding of tools and grasping new technology needed to complete repairs
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