Job Purpose
Responsible for providing technical support to users including performing desktop software and hardware installation; troubleshooting problem areas (in person, or remotely) and providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work.
Key Performance Areas
Respond to incidents logged by end-users that cannot be resolved telephonically
Provide desktop support to end users by using diagnostics to facilitate prompt resolution where possible
Provide feedback to the service desk on resolution of incidents
Provide technical support and troubleshoot equipment faults including AV equipment for conferencing facilities; TV repairs logged for guest rooms, etc. as required
Coach end-users in the use of certain software
Make preparations and install and update software
Store a spare parts inventory of systems, subsystems and component parts used in repair work.
Liaise with vendors with regards to order parts, repairs, services, escalating any issues
Complete orders for approval with regards work completed
Job Requirements
Education
2-Year Diploma in IT or equivalent NQF Level 6 in IT
MCSE, ITIL Foundation Certification is an advantage
Experience
Minimum of 2 year relevant IT industry experience
Able to work shifts and weekends
May be required to work overtime in line with operational requirements
Skills and Knowledge
Technical acumen
Risk Management skills
Listening skills
Telephone skills
Understanding of Technology Operations
Infrastructure Knowledge
Client Computing
Hospitality Product and Service Knowledge