Partners across IT and with assigned business line(s) to assess, research, and analyze business, technical and system needs in order to resolve business systems issues by recommending technology solutions that meet sponsor/stakeholder needs.


RESPONSIBILITIES

Client & Business Support

• Record all Service Desk enquires to the Company’s approved standards
• Ensure all enquiries are cleared or escalated in accordance with the relevant Service Level Agreement (SLA)
• Provide 1st level technical support for the user software and hardware environments (desktops printers and telephony).

Relationships & Communication

• Effectively communicates and builds rapport with the team members of the local Infrastructure Support Group and Head Office Support teams.
• Uses knowledge transfer as a key methodology to continuously improve the capability of the Service Desk team.

Development

• Continually enhances skills and builds knowledge in all aspects of the organization, the business and information systems.
• Work towards gaining the Company’s approved ICT qualifications and/or accreditation(s) to the industries leading governing bodies.

KNOWLEDGE AND SKILLS REQUIRED

• Achievement Motivation
• Analytical Thinking
• Initiative
• Listening, Understanding And Responding
• Service Partner Orientation/Customer Service
• Teamwork And Co-Operation
• Information Seeking
• Sense Of Urgency

Education/Experience (to enter position)

• Entry level professional requiring good general standard of education
• A relative formal qualification(s) or suitable experience attained through working in a comparable role.

Systems Knowledge

• Microsoft Windows Desktop Operating Systems
• Microsoft Office Suite
• Data Networks
• Single platforms and familiarity with others e.g. Exchange, Internet, RightFAX
• IT Standards, methodologies, & audit requirements