To ensure that the identification and resolution of problems that affect the quality of service to the customers is carried out timeously and effectively and to the satisfaction of the client.QUALIFICATIONS:
• Matric
• A+
• N+
• MCDT

SKILLS AND KNOWLEDGE:
• 3 years experience in IT
• 3 Years software installation and troubleshooting
• 3 years experience in maintaining computer and printer equipment in an IT environment
• Year Experience in a remote support environment preferable

KEY PERFORMACE AREAS:
• Provide 1st/2nd line technical support to field CSR and end users
• Escalate ongoing issues to B.I for further troubleshooting and investigation
• The Helpdesk Technician shall distinguish the category, call type and sub call type of the complaint and if possible resolve the problem telephonically or by remote access
• Escalate unresolved calls and update the electronic logging systems
• Remote support, customers base that subscribes to the remote services offered
• Configure and solve problems relating to Microsoft Operating systems, line of business applications and hardware.
• Dispatch avoidance by means of remote incident resolution
• Update the electronic logging system with the findings and resolutions
• Change management