- Response to and resolution of incidents involving applications and related equipment used at the workplace. Assist users to enable them to make effective use of systems and equipment. Support may be provided both to users of the systems and to service delivery functions such as computer operations and service desk. Support takes the form of investigating, identification, root cause analysis and resolution of problems, providing info about the systems, and escalating problems not resolved within defined service level requirements.
Desktop Support
- Answers, evaluates, and prioritises logged requests for assistance from users requiring assistance with catalogue of services requests.
- Logs and tracks calls using incident and problem management database provided through the service desk
- Handles problem recognition, research, isolation, resolution and follows up on routine user problems, referring more complex problems to the campus Senior ICT Support
- Installs desktop and laptop computers for use on campus with the relevant authorised software and completes the relevant documentation.
- Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
- Assists with set up and support for venues on campus or for training use.
- Conducts regular testing of the video conferencing and information technology equipment and fixes any problems with this equipment.
- Liaises with service providers on information technology equipment and repairs and maintenance thereof.
- Administers assets by updating the hardware and software asset register that includes asset disposal.
- Administers licensing in the software license bank.
- Maintains the information technology storeroom, server room and office by keeping it neat and tidy and free of any health and safety risks.
- Trains and orients staff on use of hardware and software.
- Good interpersonal skills
- Computer literacy and systems administration
- Time management and organisational skills
- Initiative and problem solving prowess
- Strong communication skills
- Ability to cope in a pressured environment
Education
- Higher Certificate / Occupational Certificate Level 5 (NQF Level 5) / A+ / N +
- Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in CCNA1 / MCSE / MCTIP
- Completed Internship/ 6+ months on the job experience
Drivers License
