Service Desk Operator - Northern Cape, Kimberley, South Africa - Sol Plaatje University

    Sol Plaatje University
    Sol Plaatje University Northern Cape, Kimberley, South Africa

    2 weeks ago

    Default job background
    Full time
    Description

    Sol Plaatje University's job vacancy, Career and Recruitment

    Job title : Service Desk Operator – Office of the Deputy Vice Chancellor: Research jobs in Northern Cape

    Job Location : Northern Cape, Kimberley

    Deadline : April 26, 2024

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    Purpose

  • The main purpose of this position is to provide first-line (Tier 1) ICT Help Desk support services to the SPU community.

    Minimum Requirements
  • ICT certificate
  • Driver's license
  • ICDL, Microsoft Office Specialist will be an added advantage.
  • 2 to 3 years related experience.

    Recommendations
  • Knowledge of computer systems
  • Willingness to work outside of normal working hours

    Duties and responsibilities.

    First line User support

  • Act as the primary interface for the user community and the support staff.
  • Provide telephone support before escalating the problem to a qualified support technician.
  • Schedule and prioritise support calls for attention of support technicians.
  • Provide accurate and comprehensive solutions to customer problems by liaison with the relevant ICT team members.
  • Research, resolve, and respond to complex support requests.
  • Empower more customers to make more effective use of the IT services available to them.
  • Participate in team projects that enhance the quality of efficiency of the ICT Help desk services.
  • Contribute solutions to the resolution database.
  • Acquire and maintain knowledge of relevant product offerings, current support policies, and support delivery methods to provide technically accurate solutions to customers.

    Licensing of software
  • Recommending the procurement and licensing of software.
  • Assist with the identification of licensing risks.
  • Provide input to the technical team around preferred software.

    Client/ user satisfaction
  • Measure and monitor user satisfaction indicators and highlight any issues of concern.
  • Perform random customer satisfaction survey.

    Education and training
  • Teach or assist on training courses.
  • Test training and competency testing material.
  • Participate in evaluating new training and competency testing material.
  • Develop coach colleagues.
  • Lead and assist other ITC Helpdesk staff with support requests.
  • Perform quality assessment on the Helpdesk calls.

    Monitor, Evaluate, and report.
  • Relevant operational reports as and when required.
  • Research and implement best practices.
  • Communicate and consult with relevant stakeholders

    Ad-Hoc Task.
  • Perform ad-hoc tasks as required in the ICT division.

    *ICT jobs in south africa
    *Service Desk Operator – Office of the Deputy Vice Chancellor: Research in Kimberley