PROFESSIONAL ICT Level 2 Support Web Application, System, Training

We are looking for a highly motivated, resourceful individual strong work ethic to join our ICT Service Desk team.

You should have experience in managing multiple incidents, requests and problems. Microsoft 365 knowledge, and a good understanding of windows installation, software and database management systems. Solid experience in managing SLA and Customer Feedback.

You will be working for a company that is over 100 years old with strong values. In return for your services, you will be paid a competitive remuneration package. You will be working for an organization that values employee development and rewards excellent performance

• Delivering 1st-line support service on the calls received via the active service desk, receiving incidents and service requests from various mediums including, walk-ins telephone and email. Troubleshoot to identify, assess and resolve software/hardware and application-related faults within set Service Level Agreement.
• Logging calls with detailed and accurate information on the active service desk, prioritising them while ensuring to have a clear understanding of the problem.
• Provide first time call resolutions.
• Track all outstanding queries, and ensure they are resolved within specified SLA.
• Escalate complex issues to higher-level support teams as needed and collaborate with them.
• Attending system-related meetings when required for input and advice purposes and provide feedback to supervisor and team.
• Good understanding of Web Application System and monitoring, identify the latest business trends for support purposes and report these to the supervisor.
• Assist with the documentation of knowledge base and providing required training to customers.

• Grade 12
• IT Diploma or A+ and N+
• 5 years of experience in the first line support
• Microsoft 365 Fundamentals (MS-900) Or MSCA/ MSCE/ MD-100/ MD-102
• Minimum of 3-5 years’ experience in IT Service Desk First Line Support.
• ITIL V4 Certificate
• Good interpersonal and communication skills
• Valid driver’s license