Main Purpose of the Job

Responsible for the timely and effective response to the full spectrum of IT user queries and problems by providing technical support to users including performing desktop software and hardware installation; performing routine maintenance on data centre equipment, troubleshooting problem areas (in person, or remotely), providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work with the aim of ensuring the optimal delivery of IT services  to the business without interruption.

Duties and responsibilities include:

Incident Management

• Respond telephonically to user issues


• Identify user information


• Log incidents / calls and complete checklists


• Conduct telephonic diagnostics to facilitate prompt resolution where possible


• Monitor severity of incide...